News • 07.08.2017

How to build a chatbot: iAdvize launches Bot Builder for retailers

Businesses can now create their own chatbots for online customer service

Orange chatbot; panthermedia.net / chesky_w
Julien Hervouët, CEO of iAdvize: "Chatbots are the perfect way to handle frequently asked questions."
Source: panthermedia.net / chesky_w

iAdvize, a European leader in online customer service, has launched a chatbot builder for omnichannel and pure play retailers. The Bot Builder allows businesses to create their own branded chatbots to automate part of their customer service offering.

Thanks to this new technology, it is now possible for retailers to scale customer service efforts cost effectively. The chatbots created via iAdvize’s conversational commerce platform, allow businesses to automate conversations with customers and handle a significant part of exchanges without the need for human interaction. This automation will free up retailer’s customer service personnel so that they can focus on more complex issues while the bots answer simplistic questions, such as store opening times.

The Bot Builder enables unlimited volumes of chatbots to be created by the user and these bots can be dedicated to a certain type of customer, segmented by language, product type, or common problem. The software allows businesses to create conversation branches by including text, web links, multiple choice questions, open questions and transfers to customer service agents that are available.

Automated customer interaction can be used for basic inquiries

By using the ‘Bot Editor’ retailers can create conversation branches by adding text, multiple choice questions, open questions, the opening of web links and transfers to agents. Customer service agents can then provide the best possible experience as chatbots collect key information about the customers and qualify their queries. This way, agents can concentrate on interactions which require their expertise and customer engagement skills.

Performance can also be measured through this tool with key indicators, such as: customer satisfaction rate, conversion rate, lead generation, time saved by the customer service team, highlighting the return on investment and benefits of automation.

Julien Hervouët, CEO of iAdvize, commented, “20 percent of all conversations businesses have with their customers can be fully automated and only half of these (50 percent) will require the intervention of a human agent. In total, less than a third (30 percent) of all online conversations will need to be handled solely by human agents, dramatically increasing their time to provide better personalisation and customer service by tackling the most complex issues.”

Hervouët continued, “Chatbots are the perfect way to handle frequently asked questions with low-added value. Human agents must intervene when there are more complex queries and where technical expertise and emotive responses are required. This ensures that the best possible customer service is delivered and online shoppers are left satisfied with a positive experience.”

Source: iAdvize

related articles:

popular articles:

Thumbnail-Photo: EuroCIS 2024 - technology special
11.12.2023   #online trading #e-commerce

EuroCIS 2024 - technology special

The latest technology solutions and trends for you and the retail sector

At EuroCIS 2022 from February 27 to 29, 2024, the Leading Trade Fair for Retail Technology, we will be looking at all the important and current topics relating to technology in retail: AI and Machine Learning, Payment, Connected Retail, Seamless Store and Smart Energy Management and many more.

Thumbnail-Photo: The global state of autonomous stores
18.12.2023   #Tech in Retail #self-checkout systems

The global state of autonomous stores

The stores are located in various retail segments such as food retail, fashion, electronics, convenience stores and fast food.

In a highly competitive global retail landscape, autonomous stores are an emerging force that addresses changing consumer behaviors, reduces operational costs, improves profitability, and powers revenue growth strategies. Advancements in autonomous ...

Thumbnail-Photo: Unified Commerce Platform in focus
24.10.2023   #omnichannel #software developement

Unified Commerce Platform in focus

Handover at REMIRA: Dirk Bingler supersedes Stephan Unser as CEO

REMIRA is setting the course for future development of the company: On November 1, Dirk Bingler (48) will become the new CEO of the supply chain and omnichannel software expert headquartered in Dortmund. The previous CEO Stephan Unser (62) moves to ...

Thumbnail-Photo: Payment as a success factor: more than just paying...
15.01.2024   #Tech in Retail #payment systems

Payment as a success factor: more than just paying

Flashback to 1994: databases and ERP systems, first commercial websites, mobile phones with colour displays, CD-ROMs, Java as a programming language ...

Thumbnail-Photo: EuroCIS 2024: Go beyond today!
16.10.2023   #retail #Tech in Retail

EuroCIS 2024: Go beyond today!

27 to 29 February 2024 will see the Who’s Who of Europe’s retail technology sector meet in Düsseldorf

Go beyond today! EuroCIS at the end of February will once again show solutions and products for the retail of the future @Messe DüsseldorfIn late February, numerous companies will again exhibit solutions and products for retailers to shape and ...

Thumbnail-Photo: New German vending partner for ITL
30.11.2023   #Tech in Retail #cash management

New German vending partner for ITL

Innovative Technology (ITL) have recently announced Bernd Boddart as their latest trading partner

Bernd Boddart will be supplying their cash validation and biometric age verification solutions to the German vending market. Bernd Boddart, based in Mönchengladbach, Germany, have 30 years of experience in the field of coffee machines, table ...

Thumbnail-Photo: Trigo and Netto Announce Autonomous Supermarket with Real-Time Receipt...
24.01.2024   #Tech in Retail #artificial intelligence

Trigo and Netto Announce Autonomous Supermarket with Real-Time Receipt Capability.

‘Final step’ in frictionless shopping drives trust by enabling consumers to view their receipts BEFORE leaving the store
Full size 800m2 grocery supermarket powered by computer vision AI is Europe’s largest retrofitted frictionless store

Trigo, a leading provider of AI computer vision technology that transforms traditional brick-and-mortar retail outlets into digital smart stores, and discount supermarket chain Netto Marken-Discount (also known as Netto), have partnered to launch ...

Thumbnail-Photo: First of its kind accessible checkout unveild by Woolworths, creating...
03.01.2024   #Tech in Retail #cashpoints

First of its kind accessible checkout unveild by Woolworths, creating new employment opportunities

Breaking Barriers in Retail: Woolworths' New Checkout Design for Wheelchair Users

In what is believed to be a world first, Woolworths has unveiled an accessible checkout, designed specifically for team members living with a physical disability, including people who use wheelchairs and other mobility aids such as walkers.The first ...

Thumbnail-Photo: MPREIS Transforms Operations with Zebra Workcloud Task Management™...
06.11.2023   #customer experience #software developement

MPREIS Transforms Operations with Zebra Workcloud Task Management™ Software Solution

Austrian food retailer to streamline communication in around 300 stores to improve staff engagement, inventory optimisation, and customer satisfaction

MPREIS has around 300 Austrian stores in regions across Tyrol...

Thumbnail-Photo: Nedap teams with Foot Locker to extend RFID project...
05.10.2023   #omnichannel #software applications

Nedap teams with Foot Locker to extend RFID project

Foot Locker successfully matches supply and demand in newly opened stores in Eastern Europe using RFID technology

Nedap the global leader in RFID solutions, announces that multi-brand sports fashion and apparel retailer Foot Locker has successfully extended Nedap iD Cloud to its new, Eastern European stores. The objective is to offer the best possible ...

Supplier

Zebra Technologies Germany GmbH
Zebra Technologies Germany GmbH
Ernst-Dietrich-Platz 2
40882 Ratingen
Innovative Technology Ltd.
Innovative Technology Ltd.
Innovative Business Park
OL1 4EQ Oldham
Captana GmbH
Captana GmbH
Bundesstraße 16
77955 Ettenheim
REMIRA Group GmbH
REMIRA Group GmbH
Phoenixplatz 2
44263 Dortmund