Virtual Assistants During the Ordering Process for Cost-effective and Standardized Customer Service
17
%
Increase in Customer interaction rate and online dwell-time from 17%.
100
sec
Customer query response
24
x7
Support for handling of all customer queries.
The Process
Customers visiting our client’s e-commerce website have many choices for products and features. It is a common phenomenon that customers drop out of ordering a product even though they intend to buy. The primary reason for this is not to have answers to specific queries related to either product features, shipping times, return policies, and others. Retailers lose out on potential sales due to not having enough information available to customers, or their inability to replicate a store shopping experience online.
After an order is placed by a customer, having customer support is a critical factor in providing a great shopping experience. Although most online retailers target to push as much information to customers proactively, it often is not able to answer specific questions that customers have.
The Solution
Using Aiwozo’s AI features, we developed a virtual assistant to provide shopping assistance to potential shoppers, and to customer service for customers who have already placed an order. Natural Language Processing (NLP) and sentiment analysis was used as a solution to create this virtual assistant with a backend integration through Robotic Process Automation (RPA), to not only respond to customer queries but also execute any specific tasks requested by customers.
The virtual assistant actively took on some of the essential responsibilities and performing tasks for operations and marketing. Automating the order processes was an effective solution for providing a cost-effective customer service.
Challenges Addressed
Key business and operational challenges that limited performance, scalability, and governance before automation was introduced.
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Revenue loss -
24/7 operations -
Low cross sales revenue
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Inconsistent customer service -
Large volume of customer queries