AI steps up Lamps Plus’ post-order customer engagement
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.”
RILA’s Retail CEO Forum honors ‘game-changing’ tech start-ups
And the winners are….
The Retail Industry Leaders Association has announced the winners of its first-ever (R)Tech Retail CEO Innovation Awards. The winners — IamBot, Multifold Retail, and Persado — were chosen by RILA’s board of directors, the CEOs and heads of innovation for some of America’s largest retail brands. The company were showcased at RILA’s Retail CEO Forum this week in Tucson.
“It’s an incredible opportunity to have CEOs and chief innovation officers from America’s most well-known brands interacting directly with emerging companies that, through their own commitment to innovation, are enabling the future of our industry,” said RILA senior VP of research, innovation, and sustainability Adam Siegel. “We’re excited to recognize these three companies, who have embraced the charge from our consumers to deliver ubiquitous and ultra-personal shopping experiences and in turn, have developed game-changing technologies.”
RILA’s (R)Tech Center believes that one trend is driving change in the industry more than any other: the trend toward ubiquitous and ultra-personal shopping. The winners were hand-picked by America’s leading chief executives for their groundbreaking work in promoting the industry’s move tow move towards shopping wherever, whenever through artificial intelligence and augmented reality, according to RILA.
Here is a brief overview on the winning companies:
• IamBot helps brands and retailers sell directly to customers through messaging platforms. It is a comprehensive conversational commerce solution based on the state-of-the-art artificial intelligence. It seamlessly integrates with stores’ messaging channels to provide customers with the ubiquitous and super convenient shopping experience.
• Multifold Retail believes that augmented reality will change the way that consumers shop. It offers all the tools retailers need: content creation (3D model creator, editor & library), viewers (augmented reality & 360 degrees), marketing and advertising tools (social media, catalog, in-store/OOH campaigns) and tracking/analytics.
• Persado is the marketing language cloud — AI generated language that resonates the most with any audience, segment or individual. Comprised of the world’s largest database, with over a million words and phrases tagged and scored for consumer marketing, Persado’s marketing language cloud enables brands to increase acquisition and retention while building long term consumer relationships.
Retail analytics company expands breadth beyond grocery segment
Emnos is helping more retail verticals sharpen their retail analytics strategies.
The data analytics company, a subsidiary of American Express, has built its reputation working with food and drug retailers on their data strategies initiatives. Now the company offers data and insights solutions to retailers across the sporting goods, office supplies, pet, consumer electronics, apparel, furniture, do-it-yourself (DIY), auto parts, and travel segments across the United States and Europe. The goal is to help retailers better use their data more efficiently and effectively.
Specifically, Emnos solutions will enable retailers to apply customer data into category management and planning processes. In addition, Emnos’ technology can help companies optimize and balance their mass and targeted promotions.
Emnos’ expansion into non-grocery segments comes at a pivotal time, as these retailers face growing challenges of e-commerce, and must find new and unique ways to maintain customer loyalty, drive trips, and build baskets, according to the company.