Chatbots and virtual assistants are becoming increasingly popular – here’s how retailers can harness their power

Delivering true customer focus and business benefits

Bots are entirely geared to what the customer wants – they choose the platform, they don’t have to download an app, go to a website or remember any passwords.

  • All customers have to do is open the messaging service they already use and ask a question
  • Chatbots available to answer whenever and wherever the customer wants, 24 hours a day, 7 days a week
  • Retailers can support this customer choice on a very wide range of platforms without the need to build bespoke interfaces, saving time and money

24% increase in conversion for The Entertainer

We partnered with leading UK toy retailer The Entertainer to turn its much-loved mascot Jack into a Santa chatbot, which increased average order value by 9% and conversion by 24%, as well as increasing the average session on the website from 3 minutes to 10 minutes.

  • Jack answered toy- and Christmas related questions on all devices, with voice input available via the Chrome browser
  • Artificial intelligence via natural language processing identified and classified incoming customer questions, enabling Jack to give the most relevant response from his fixed database of answers
  • Responses and relevant questions were ‘trained’ by human helpers and could be continuously refined using new input or existing data from the live chat logs   

UK retail's first delivery chatbot - PAT

We developed PAT, the retail industry’s first intelligent messenger bot specialising in delivery and eCommerce fulfilment.

  • PAT (Personal Assisted Tracking) is a cross-platform virtual assistant for package delivery which works through direct connection to any delivery service’s API, allowing it to track customers’ packages in real time
  • It can understand natural language and talk to customers on any message platform – SMS, WhatsApp, Facebook, Twitter, WeChat and more
  • It fetches and handles data from retailer systems, translating business logic into friendly, streamlined customer journeys
  • It performs tasks related to customer enquiries including amending/rebooking deliveries and intelligently transfer to real customer service agents for complaints or new sales

Conversational commerce is part of the digital store platform

As part of the digital store platform, conversational commerce allows you to differentiate from your competitors and opens up a whole new range of opportunities to drive innovation, power business-as-usual, and deliver engaging store experiences.

Request a demo of PAT

Conversational commerce and its role in retail