SAMSUNG E.D.G.E 8.

0
TEAM: INSIDE EDGE

AMAN AGGARWAL EAKANSH HARSHIT SETHI

 BENCHMARKINGBEST
BEST USE CASES
USE CASES BY FOR
NNNSDIFFERENT
NBES
VARIOUS JOURNEY'S
INDUSTRIES FOR DIFFERENT JOURNEY'S
PRE SALES JOURNEY OWNERSHIP JOURNEY
BEST USE CASES

Personalized Product Recommendations: AI-Powered Product Support Chatbots:

• Flipkart uses AI to analyze customer data for personalized product • JioMart employs AI chatbots with NLP for customer support and inquiries.
recommendations, considering preferences and behaviors. • Chatbots offer real-time product assistance, order tracking, and issue
• ML identifies patterns in browsing history and suggests relevant products. resolution that offer troubleshooting steps, and escalate complex issues.
• Continuous refinement boosts engagement and potentially increases sales • Enhances efficiency, reduces response times, and improves the shopping
Virtual Shopping Assistant: Content Recommendations:
• Myntra's Myntra Bot uses NLP and computer vision for personalized • Disney+ Hotstar employs AI for personalized content recommendations
fashion recommendations. based on user viewing history.
• It suggests outfits, provides styling tips, and offers virtual try-ons. • AI identifies preferences and suggests tailored movies and TV shows.
OPERATIONAL EFFICIENCY UPGRADE JOURNEY
LIFECYCLE STAGES

Inventory Management: AI-Assisted Trade-In Valuation:

• Big Bazaar employs AI for precise inventory management using sales data • Cashify employs AI to evaluate used devices by extracting data from
and demand prediction. images and descriptions, using computer vision for accurate assessments
• Automated purchase orders optimize stock levels and reduce waste. • ML analyzes price history, demand, and depreciation data to get the value

Employee Training & Development: Upgrade Path Recommendations:

• Infosys improves employee training through AI, analyzing skills, history, • Bharti Airtel uses AI to personalize phone upgrades and plans based on
and goals to create personalized learning experiences. customer usage patterns considering factors like call history & data usage
• Customized learning paths, NLP support, adaptive recommendations. • ML finds preferences enables AI to suggest tailored phone upgrades, plan
ONLINE & OFFLINE RETAIL EXPERIENCE CUSTOMER COMMUNICATION
In-Store Augmented Reality (AR) Navigation: Hyper-Personalized Marketing Campaigns:
OUR BIG IDEA

• Reliance Digital combines AI and AR for in-store navigation, creating • Zomato uses AI to analyze user data and create personalized marketing
digital maps and overlaying real-time guidance. campaigns, tailoring restaurant recommendations for users.
• AI tracks customers, updates AR for product guidance, promotion, reviews • AI personalizes recommendations, boosts user engagement and sales.
Interactive Product Demos: AI-Powered Social Media Engagement:
• Croma uses AI, AR, or VR for immersive product demos, recognizing • ICCI Bank employs AI chatbots for efficient real-time customer support
items and providing real-time interactive experiences. on social media, using NLP and knowledge base access.
• AI personalizes demos, enhances shopping and potentially boost sales. • AI chatbots refines account management, ensure 24/7 customer support

Samsung can leverage benchmark use cases from these companies to enhance pre-sales, operations, customer support, offline and online user retail experience.
 LEVERAGING AI FUNCTIONALITIES ACROSS
BEST DIFFERENT
USE CASES STAGES
FOR DIFFERENT OF PHYGITAL CONSUMER JOURNEY
JOURNEY'S

POST CONVERSION
STAGE AWARENESS INTEREST CONSIDERATION EVALUATION PURCHASE
BEST USE CASES

ENGAGEMENT
Salesperson & Verifying product Transaction & Quarterly/ half
Visiting Stores Personalized store service quality product demo yearly calls

Offline
interaction with
salesperson

PHYGITAL
CONSUMER JOURNEY

LIFE CYCLE CRM

database
Online

for all 6
Going through Add to cart & Quarterly/ half
Comparison with stages
LIFECYCLE STAGES

Visiting Website Product details customer feedback multiple methods of yearly feedback
& features other products & reviews payment recording
Personalized Customer's past Automatic call/ Updating the
Personalized product Product Support AI-assisted trade
THOUGHTS marketing purchases for feedback CRM on all
recommendation chatbots in valuation
campaigns pricing scheduling touchpoints
Website,
PHYSICAL Retail Stores, In store events & Product stores, POS, E-commerce Product stores,
Product Stores retail, social
TOUCH POINT Partnerships, exhibitions product launch service centres packaging service centres
media
Visibility of Samsung Engagement with Look for Samsung's Participation in Seamless Interaction for Interaction
MOMENTS-
products & displays & products & see if it product transaction: multi assistance, repair, with the
OF-TRUTH
Advertisements attending events meets their needs demonstration payment modes etc. product
OUR BIG IDEA

LIFECYCLE STAGES Pre Sales & Demand generation Post-Sales CRM

Personalized Product Personalized Marketing Product Support Chatbots AI-assisted

LEVERAGING Recommendation Campaigns Assisting customers for trade in valuation
EXISTING USE Leveraging this idea to Advertisements on all product queries and conveying Using AI to estimate the
CASES FOR recommend products based on platforms based on past functionalities through replacement value of all
SAMSUNG income levels, style, needs, purchases and product chatbots present on screens in SAMSUNG products at its
etc. of the consumer preference style stores stores
 BEST USE
ENHANCED SHOPPING CASES FOR
EXPERIENCE DIFFERENT
THROUGH JOURNEY'S
PERSONALIZED STORE INTERACTION

IDEA 1: PERSONALIZED GREETINGS IDEA 2: STORE NAVIGATION IDEA 3: REAL-TIME OFFERS & DISCOUNT
BEST USE CASES

When a customer enters the store, they can scan a QR The effective price of the product is displayed on
The customer's mobile phone will get a pop-up which the customer's mobile phone. This price is based
code and enter their name. displays a map of the store layout. The map shows on the customer's past purchasing behaviour and
where all of the products are located, as well as any
APPLICATION

any bundle offers that are available.

As soon as the customer enters the store, a personalized special offers or promotions that are happening.
announcement greets them. When the customer selects a product, the full The store could use machine learning to analyze
The announcement could say something like, "Welcome specifications of that product appear on their mobile the customer's past purchasing behavior and
to the Samsung store, [customer's name]! We're phone. This includes information such as the product's recommend products that they are likely to be
excited to have you." features, price, and reviews from other customers. interested in.
LIFECYCLE STAGES

Receives customized pricing based on preferences

BUYER

Customers feel welcomed and valued, enjoying a Enables detailed product exploration, empowering and loyalty, saving money and increasing
personalized shopping journey. customers to make informed purchase decisions. satisfaction.

Offering discounts and bundle offers based on the

The seller collects customer data for personalized Enhances customer engagement, increases
SELLER

customer's past purchasing behavior, Samsung can

interactions and establishes a direct connection with discoverability of products, and promotes special
encourage customers to buy more products and
the buyer. promotions.
spend more money.

SUCCESS FACTORS KEY RISKS MITIGATION STRATEGIES

OUR BIG IDEA

• Use data encryption to protect customer data.

10%-20% 50% 5%-10% Privacy concerns
• Train employees on how to handle data responsibly.
OPEX CSAT CLTV • Offer incentives to customers to use the system.
Customer resistance
• Educate customers about the benefits of the system.
Virtual shopping Customers value feeling recognized Personalization
assistants can help to and valued. Personalized greetings boosts customer interest and • Partner with a technology company i.e. IBM, Nvidia.
Technical challenges
reduce labour costs. can enhance CSAT. drives product purchases. • Invest in adequate testing and training.

The Main Idea is to create mutually beneficial bond between buyers and sellers by addressing buyer's personalization and convenience while boosting seller satisfaction, loyalty &
operational efficiency. This will be done by Implementing tailored solution for buyer's needs and enhancing the experience to foster a symbiotic relationship.