Deloitte uses Facebook chatbot to build assurance service on Bitcoin blockchain

During a recent three-day hackathon, Deloitte discovered a way to use blockchain technology to improve product assurance. This innovative product assurance demonstrates how blockchain can improve routine tasks such as managing product assurance policies. A summary of the application has been published on the Deloitte website.

Consumers have long recognized the problem with product warranties, which are easy to lose and, even if written down on paper, can become illegible over time.

Design Hackathon Event Address

One of the design issues to be solved at the hackathon event was to make it easier to activate, use and change product warranties, as well as to ensure tamper resistance and security.

Deloitte developed three design principles to create a minimum viable product (MVP)

1) User onboarding should be easy. Product onboarding is necessary and only becomes important when they are needed. Therefore, they are often boring. Deloitte wants to design for easy one-step access.

2) It should be feasible and ready for immediate execution. To demonstrate the potential of blockchain, there is an immediate problem that the design must solve.

3) Integrating retail services does not require changes to existing sales processes. There should be no additional infrastructure required.

Using a Facebook Messenger bot, Deloitte MVP allows users to add their purchase details and associated guarantee information to the blockchain.”

Using Facebook Messenger Bots

Facebook Messenger chatbots were launched on April 12 and allow companies to program “automated service bots” that can assist customers without human intervention, allowing customers to receive service instantly.

Consumers are becoming “app fatigued” due to the fact that Deloitte uses Facebook Messenger. With over 60 installed apps, they currently only choose five on average. We are delivering our service through existing channels, thus solving a huge pain point for emerging users. By designing the service from existing channels, it doesn’t require people to work their way to get it.

Wireframes show the process of components.

The next illustration shows how the warranty service works.

1) User receives a receipt.

2) The receipt includes a QR code with the product information, serial number, date and time stamp.

3) Customers are directed to look for the Facebook Messenger guarantee bot.

4) The user sends a picture of the receipt to the guarantee robot via instant messaging.

5) Open the QR code through the engine and store the product information in the blockchain.

Data stored in the blockchain

Receipts are securely stored on the blockchain ledger and cannot be tampered with using private key privileges. Users can discard paper receipts and feel confident that they can claim compensation if necessary.

Retailers don't have to change any of their point-of-sale infrastructure, other than generating a unique code after payment, which is printed on the receipt. Retailers don't have to fill out any contact information. Facebook is the only identifier.

Customers can go to the warranty profile to view stored warranties. After the bot confirms their first successful warranty entry, they can connect to the web-based profile directly via Facebook Messenger.

This profile may include:

• Find new additions, as well as older store products, providing an overview of home equipment and warranty expirations.

•Users can purchase insurance for the product by browsing the insurance options.

• If the user decides to sell the product, the blockchain storage guarantee function can be linked to online market places like Craigslist, eBay, etc., through an API or plugin. This ensures the safety of both the buyer and the seller.

• They can view the history of the product. The service displays the changes to the asset on the blockchain and they can view the history of the product. This provides a transparent view of prior changes, enabling product ownership changes and warranty extensions.

New opportunities

The ability to store assets in a secure, tamper-proof manner opens up a host of opportunities for retailers, governments, financial institutions and other industries.

The event demonstrated that blockchain users can create an MVP that has a huge impact on the industry. Deloitte believes that if different topics are discussed at the event, the impact will be equally meaningful.

This particular MVP could disrupt the way consumers process and track warranty and insurance claims, purchase additional insurance products, and sell used products.

Other possibilities are:

• Purchase an extended warranty. After receiving notice of warranty expiration, purchase an extended warranty.

• Get a complete overview of the products purchased with warranty. This is similar to a complete home, making it easier for insurance companies to estimate the total value and monthly costs. It acts as a "digital library".

When a user buys a new camera, the service will detect the presence of the old one in the list and send a notification to sell it online.

Insurance companies can offer this service as a plug-in within their current applications, providing users with all services in one place.

Product History

Product history is essentially a record of everything that happened to a product. It improves the product/buyer relationship and creates transparency for retailers and suppliers.

Retailers can extend Chatbots by creating automated services through it, such as reminders of updates and new products, without requiring them to download a dedicated app.

MVP is a blank label solution, which means it is not branded. The service can be provided by insurance companies, banks or retail chains.

The Facebook Messenger interface is interchangeable with other existing channels, such as WhatsApp, a dedicated website, or insurance or banking apps.

Deloitte believes that combining an instant messaging web robot and blockchain provides a secure and transparent solution, thus providing a simple user experience.