By Use Cases
By Industry
ZALORA uses Conversational AI to deliver millions of seamless shopping experiences
Founded
2012
Website
Channels
Website, Mobile app
Use Cases
Customer Support
Challenge
ZALORA wanted to improve their support operations while working within the limitations of their current workforce.
With millions of app users using multiple languages and with a presence across multiple geographies, ZALORA was exploring a multipurpose solution that would simplify their online support operations and promotions, while working within the limitations of the same workforce bandwidth.
Solution: ZALORA Virtual Assistant
1
Automation
With the addition of the ZALORA bot, visitors are having delightful shopping experiences. Operations have been automated to a large extent and shoppers can now track orders, returns and refunds, make exchanges through an Information Center. The automation implementation led to delivering higher customer satisfaction scores for ZALORA.
2
Multilingual capabilities
The ZALORA bot can converse in Bahasa Indonesia, English, and Mandarin languages, with customers from different parts of the world. ZALORA plans to deploy chatbots in many more languages soon.
3
Omnichannel support
Present across the ZALORA website and mobile app, the bot can address customer queries and issues directly without human intervention, thus leading to immense savings in man hours.
Impact
COST SAVINGS
$
0
KSavings in man hours per quarter
HIGH ADOPTION
0
M+New users served over a year
VOLUME HANDLING
0
M+Conversation sessions powered
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