Following the launch of its new Help Centre, digital eCommerce solutions specialist, Kooomo has created an online Chatbot designed to help users and stakeholders find the information they are looking for quickly and easily. Utilising the latest in AI technology, Kooomo is the first eCommerce platform to provide this kind of assistance for admins, giving users greater independence to enhance the overall customer experience.
Kooomo’s bot collects information from the Help Centre database and reworks this to answer users’ questions in a matter of seconds, adding both a personal and convenient element to online assistance and simulating as natural and human conversation as possible. If users cannot locate the specific information they are searching for, they can communicate with the bot via an online conversation and receive a momentary response.
If a query qualifies as too generic, the bot will even rework the question to generate similar queries, thereby ensuring that users can always find what they are looking for. This can save a lot of time by eliminating the need to scour through FAQs or send email inquiries and wait for a reply.
Speaking on the launch, Ciaran Bollard, CEO at Kooomo says, “It’s all about putting the power in our client’s hands.
“While the help of our team will always be available to those who need it, we recognise that our clients need to be able to work quickly and independently with minimal disruptions to their eCommerce tasks. 69% of consumers prefer to use chatbots when it comes to queries as they provide quick replies to simple questions. This Chatbot will simplify communications and provide our clients with a faster and improved experience.”
This Chatbot is just another example of how Kooomo is taking action to drive immediate impact and value for users. It not only saves time, but also allows users to work independently while also adding a human element to the online experience.
Kooomo is working to improve the independence of its stakeholders in order to improve the overall customer experience of the platform while also reducing the number of tickets that go through its live agent help centre. This, in turn, should allow for a faster resolution of tickets and a minimised queue time for assistance.