The Luzerner Zeitung has a broad print and digital range that readers can access by purchasing a subscription. Interested parties can view and purchase these subscriptions in the online store. Over time, it became apparent that the large selection of different subscriptions, some of which differ only slightly from one another, was overwhelming interested readers. The decision was therefore made to introduce a chatbot to solve this problem. With its help, users were to be guided to the right subscription by answering a few questions regarding their preferences and needs. This is how «Anna», the virtual assistant of the Luzerner Zeitung, was created within just three weeks.
The chatbot is a complete success: In the first four weeks, it already generated over 10,000 impressions and registered between 100 and 200 interactions daily. Anna also realized several subscriptions every week. In this podcast (in German), Simone Stolz, Marketing Manager at CH Media, tells us more about the chatbot project at Luzerner Zeitung.