TECHNOLOGY

AI steps up Lamps Plus’ post-order customer engagement

BY Deena M. Amato-McCoy

A specialty lamps retailer has a new way to deliver real-time information to its customers post-purchase.

Lamps Plus is using artificial intelligence (AI) to provide customers with real-time updates and answers about their online order status. By adding an AI-powered platform from Linc, the retailer now enables shoppers to use a conversational chatbot to track orders via digital channels, including Amazon Alexa and Facebook Messenger.

The customer care automation solution leverages AI and commerce-specialized natural language understanding, a move that eliminates the expense and burden of a custom-built solution, while still offering two-way customer communication. It is also a scalable solution that gives the retailer the opportunity to expand the automation in the future.

Specifically, the solution enables customers to track orders through live-updating emails, SMS text, and 2-way chat via Facebook Messenger chatbots and voice assistance via Amazon Alexa and Google Assistant platforms. This configuration reduces customer support tickets and calls with more clear tracking emails, proactive updates and deflections to carriers.

Customers stay abreast of the entire delivery process by tracking details — including what is contained in an order — for each shipped item. Shoppers can also message carriers directly, and gather real-time details about each item’s estimated arrival time. The platform also captures customer feedback, giving Lamps Plus insights needed to continue improving their customer care strategy.

“When customers place an order, they expect real-time updates and answers via new communication methods including Facebook Messenger, Amazon Alexa or Google Assistant,” said Angela Hsu, senior VP, Internet business and marketing, Lamps Plus. “Linc’s AI platform enables us to enhance and automate our customer communications, while reducing costs.”

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