Procurement · 11 December 2018

Online retailers turn to chatbots to handle Christmas demand

Retailers are ramping up their use of chatbots to cope with the Christmas rush, new findings have revealed.

A new survey from cloud communications provider Olive Communications, has found that nearly-three quarters of retailers are gearing up their online customer service this Christmas by investing in AI.

It found that 59% of the 500 retailers questioned have invested in Virtual Call Centre Agents -chatbots that handle minor queries before passing to a human agent- 42% use Virtual Agent led Live Chat managed by a chatbot rather than a human and 22% utilise Agent Assist technology, which transfers an unresolved enquiry to a human agent with full context of the Virtual Agent conversation.


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According to a quarter of retailers polled, AI adds another layer of intelligence, data and insight that online customer service agents can use for smarter, more personalised interactions while 56% said customer queries are resolved at greater speeds.

The study found that the use of AI has also radically transformed? where customer service operators can work from. Around 60% of operators now work from home either in their bedroom, kitchen or study, whilst around a quarter work from locations such as hotel lobbies, caf’s, friends? or parents? homes, and student accommodation. One in five work from home 100% of the time.



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