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~ Oct8ne ~

enter. Two, when you enter a store and the seller lets you have a What other expectations do you have for e-commerce in the
look around the store for a while and then decides to approach upcoming years?
you to help assist you. What would you prefer? I believe there ‘For 2020, we are going to focus very hard on our new
is no doubt the second experience can be a lot more positive conversational bot system. In February, we launched a
than the first.’ new chatbot module, based on the unification of Artificial
Intelligence (AI) and the rules of decision. Customers can
Okay, so you say that personalised customer service is the configure it 100% to their pleasing. This will allow our
future of online shopping? customers to personalise their own bots easily and efficiently
‘Yes, of course! In this era of automation, users expect a without the need for technical knowledge. This helps them to
personalised answer for any difficult question they may have. create their own bot for marketing, e-commerce or customer
It is going to be even bigger, as every customer will want to support without depending on their IT department. The new
be taken care of in every single moment, on every possible chatbot module is fully integrated with our visual chat solution.
channel, depending on the urgency of the query.’ We believe that the best experience for our clients should
always be a hybrid bot. This is because the dual bot is extremely
What developments in this field can we expect? efficient in answering complex questions.
‘Well, the biggest challenge any online e-commerce business
will face soon is making sure they are giving their best possible In some situations, though, it can be better for a bot to direct
customer service on any channel, depending on the urgency a customer to an agent. A chatbot is by no means a way to
of the query. What is important is that we need to understand replace humans. They are a cool tool that allows humans to
that there is no customer that will use all of the following: chat, focus on other tasks of more importance. It provides them
telephone, email or social media. The same customer will use with more time to focus on those customers that are having
a certain channel depending on the urgency of the problem at difficulty looking for a product and need the power of a pair of
hand. co-viewing eyes to make their purchase.
So, what we do is that we are obsessed with putting the client
at the centre of everything. That is the field of personalisation. Another thing that I am excited about is our application for
I think we will go on to integrate more and more different IOS and Android. It allows agents to attend the chat at any
systems. There are many different types of software for time and any place. In the last few years, a lot has been said
customer service out there. I would dare to say that none are about the retail apocalypse, about how there is less and less
the best at everything. One will excel in CRM, another in traffic in physical stores. Our app allows the in-store agents
ticketing and a third in chat. We will need to have to lay-out to attend online customers, show them products directly from
a bigger integration between us so that every customer can the store and, therefore, take advantage of their free time and
choose the best part of each software they want to utilise.’ optimise the global resources of the company. A lot to look
forward to if you ask me!’ ••

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