Virtual Assistant

Virtual assistants during the ordering process for cost-effective and standardized customer service

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.

Our Solution

Using Quale Infotech’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 Aiwozo’s Intelligent Process Automation (IPA) capabilities, 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

Revenue loss

Inconsistent customer service

Large volume of customer queries

Low cross sales revenue

Round the clock operations

The Outcomes

40 %

Increase in customer interaction time and online dwell-time from originally 17%.

0 .4 sec

Revised customer query response time.

24 x 7

Support for handling of all customer queries.

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