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【2021 Application Example】 Watsons Introduces Insider AI Technology Platform to Strengthen Customer Experience and Enhance Conversion Rates

Watsons Taiwan, holding the leading position in physical chain drugstores in Taiwan, has continued to expand its digital transformation. Since establishing Watsons' online store in 2014, apart from actively developing the e-commerce market, the company has significantly enhanced the online and offline (O+O) omni-channel consumer experience by integrating Insider AI technology. This integration utilizes extensive in-store sales data, consumer behavior analytics, and AI-driven personalized recommendations delivered at optimal times to increase conversion rates.

O+O Online Plus Offline Boosts Customer Conversion Rate, Driving Business Growth

Watsons Group, a global retail giant, has been deeply rooted in Taiwan for the past 30 years specializing in retail, store operation SOPs, and retail supply chain optimizations. However, managing an e-commerce platform only began a few years ago. Unlike the commonly discussed 'O2O' (online to offline) in retail, Watsons adopts 'O+O', which is offline plus online. Currently, about 20% of customers who order at Watsons' online store choose to pick up their goods at physical stores. Proper service at these stores acts as a catalyst for converting online-originated customers into additional in-store revenues.

According to statistics, Watsons has nearly 6 million members with a substantial volume of transactions in physical retail outlets. However, with over 1.2 million active app users and nearly 3 million app downloads, the level of member activation is still lacking. By utilizing AI technology for data integration, such as providing optimized product recommendations through AI, Watsons could significantly enhance its customer conversion rate from offline to online consumption or guide online customers to in-store purchases, thereby driving business growth.

Homepage Personalized Recommendation Module: Recommended for You

▲ Homepage Personalized Recommendation Module: Recommended for You

Originally, Watsons used the e-commerce solution Hybris from the global system integrator SAP, which was more geared towards simple display and sales, lacking sufficient technical resources to handle enhancing the consumer experience.

Insider is a marketing technology (martech) company with offices in 25 cities globally, including a professional consultancy team in Taiwan that provides localized digital solutions. Committed to optimizing digital marketing effectiveness with technology, Insider helps brands drive digital growth and is a partner to many domestic and global enterprises including Watsons, Carrefour, IKEA, Lenovo, Adidas, Sinyi Realty, and Singapore Airlines. Insider has shown outstanding performance in improving customer conversion rates, repurchase rates, and advertising ROI through AI technology.

Watsons introduced Insider's AI algorithms primarily for enhancing customer experience, using AI's personalized and integrated marketing modules to elevate the customer interaction and improve e-commerce conversion rates. Additionally, AI functionalities search for the right customers, expanding new customer groups and providing a superior shopping experience.

Page-specific Discount Code Copy Feature Recommended Based on Customer Behavior

▲ Page-specific Discount Code Copy Feature Recommended Based on Customer Behavior

Insider has developed various technological modules that can be applied in different customer scenarios to enhance conversion rates. Currently, Watsons' e-commerce website/APP utilizes different Insider modules, with some parts also tailored based on Watsons' unique attributes such as necessities repurchase, app navigation, and scratch card discounts, designing conversion kits or personalized recommendation modules for specific customer situations within Watsons.

Introduction of Web/APP Personalized Recommendation and Conversion Module Kits Effectively Increases Conversion Rates by 10%

Watsons has already introduced the first four of the planned modules, with a full rollout of all five modules expected by 2021, aiming to enhance both online and offline cross-sales and thereby comprehensively improve Watsons’ overall e-commerce and retail performance. 1. Web Recommendation/Conversion Suit 2. App Recommendation/Conversion Suit 3. InStory for eCommerce 4. Mobile App Template Store 5. Insider Architect

Watsons has currently implemented the AT module, with completion expected by the end of 2021.

▲ Watsons has currently implemented the AT module, with completion expected by the end of 2021.

Since partnering with Insider in 2020, Watsons has introduced Web/APP personalized recommendation and conversion module kits, effectively increasing transaction conversion rates by an average of over 10%, with ROAS (Return on Ad Spend) averaging over 10. Watsons also hopes to integrate POS sales records into Insider's CDP (Customer Data Platform) to achieve a more optimized O+O interaction mechanism and complete an all-channel consumer experience.

By combining Insider's AI technology, Watsons' self-operated official website, supplemented by extensive in-store sales data and member consumer behaviors, along with AI's personalized recommendations delivered at optimal points, the technology will significantly boost consumer transactions online and interactive opportunities in-store. Utilizing new technologies in the competitive e-commerce sector allows Watsons to maintain a unique leadership position in the beauty/health category in the consumers' minds.

「Translated content is generated by ChatGPT and is for reference only. Translation date:2024-05-19」

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Advancing to Smart Logistics 5.0: Hsinchu Logistics Delivers Medical Materials with Ultra-High Efficiency

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costs for GDP warehouses and distribution Due to its requirements for sanitation, temperature, and its fragility, the transportation and transshipment of medical materials should be minimized to reduce exposure and risk However, logistics efficiency and costs must still be considered AI designs the most efficient route for each cargo from its origin to destination, effectively completing daily transportation tasks In response to the future high development demand of industrial logistics, distribution and transshipment AI optimization will be a key issue Through this project, a dedicated project promotion organization will be established, staffed with AI technology, IT, and process domain talents After accumulating implementation experience, the application of AI will gradually expand, comprehensively optimizing and transforming Hsinchu Transport's operational system, and partnering with AIOT and various AI domain partners to accelerate and expand the achievement of benefits「Translated 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【導入案例】巨量遙測空間數據AI分析雲端服務平台 使衛星遙測影像順利落地應用
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Maintaining the reputation of the “Kingdom of Yachts” - Kha Shing Enterprise introduces the first domestic FRP ultrasonic smart inspection of composite materials

The Kaohsiung-based Kha Shing Enterprise Co, Ltd was established over 40 years ago, and is Taiwan's largest customized yacht company with customers all over America, Europe, Asia, and Australia, earning Taiwan the reputation of the "Kingdom of Yachts" Current FRP hull inspection still relies on traditional methods, such as visual inspection and knocking sounds, which is time-consuming and labor-intensive Kha Shing has applied PAUT array ultrasonic inspection to hull FRP composite materials for the first time, and combined it with AI to interpret ultrasound images, develop complete intelligent solutions, and create emerging markets for inspection companies Kha Shing Enterprise Co, Ltd was formerly Kha Shing Wood Industry Co, Ltd, and was a factory specializing in wood import in Kaohsiung Linhai Industrial Park when it was first established It began to design, manufacture, and sell yachts in 1977 After the second-generation successor of the company, President Kung Chun-Hao entered the 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constructed in sections to facilitate inspection For large yachts over 24 meters long, construction in sections is very time-consuming and labor-intensive To shorten the time of the yacht manufacturing process, Kha Shing Enterprise will first carry out the gel coating process for the hull, and then perform the hand lay-on process The hull manufacturing process has two types of composite material test specimen structures In terms of 54-foot yacht hulls, the hull contains gel coat, core material, fiber and resin, and the total thickness is about 32cmplusmn01cm, which is twice the total thickness of FRP hull without core material of about 16cmplusmn01cm Defects such as incomplete impregnation of glass fiber or residual air bubbles between glass fiber and resin occasionally occur during the manufacturing process The types of defects include insufficient resin, voids, and delamination Once defects occur, the supply of hull materials will be insufficient and yacht delivery will be delayed 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application of AI technology in ultrasonic inspection for intelligent determination is expected to accelerate determination by approximately 50, and will also shortens the construction period by 15 months, effectively improving the speed and quality of the yacht manufacturing process As Taiwan develops larger and more refined yachts, it will create opportunities for industry optimization and transformation, as well as opportunities for the development of key technologies The application of an AI ultrasonic inspection solution for composite materials is the first of its kind in the yacht industry, and is expected to attract more yacht manufacturers with inspection needs The AI ultrasonic inspection solution for composite materials has three major competitive advantages 1 Professional inspection experience and digital database to facilitate process management and analysis 2 Automatic AI determination and identification quickly identifies defects and provides immediate feedback to process 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