Ecommerce success and customer support provider Salesupply is launching a hybrid AI chatbot. It is supposed to cut back customer support costs for online sellers, while also improving customer experience. Soon, the corporate desires to implement the technology in mail and telephone customer support inquiries as well.
Salesupply is a success company that started off within the Netherlands. Now, it operates on a worldwide scale, with over 25 success centers in Europe, Northern America and Asia. A month ago, it entered Scandinavia, with success centers in Sweden and Denmark.
Helping in pre- and after-sale phase
Now, the corporate has launched its own AI bot. Customers of online stores using this bot, can now engage in a chat with it. The bot will help them within the pre-sale phase, with product suggestions including links to the product pages. This helps them navigate the web site. The bot can be used for inquiries after a sale has been made.
For now, the bot can only be utilized in the chat. “We still see a preference for email and phone relating to customer support but other channels are on the rise – especially among the many younger generations. The chatbot is a superb example of this”, said Ruud den Rooijen, Head of Marketing & Communications at Salesupply.
‘Customers can switch to a customer support agent at any time.’
“For the less complex – faster questions (where is my order, availability, return process, etc.) the chatbot is a preferred channel. Our chatbot is hybrid so the user who must get used to it could actually switch to an actual agent at any time.”
Time savings of 30%
In response to Salesupply, online sellers can save costs and time that they spend on customer support once they implement the bot. “Where is my order questions take up a mean of 40 to 60 percent of all questions a customer support department receives. A chatbot can answer these questions just as well and faster, identical to questions on returns. Time savings for online sellers could be huge, they’ll amount to at the least 30 percent if the chatbot is correctly trained with sufficient data.”
‘The corporate also desires to launch a voicebot and AI mail assistant in the long run.’
The success provider is already planning to launch an AI mail assistant. It will help customer support agents by summarizing incoming mails and indicating whether a response is required, amongst other things. The corporate has also stated that it desires to make AI play a job in telephony in customer support. Currently, preparations are being made for a voicebot.
