ZALORA has leveraged the power of Conversational AI to deliver millions of seamless shopping experiences

Learn how ZALORA’s digital transformation of customer support operations have tremendously helped them in a short span of time to achieve higher customer satisfaction scores.

Use case:

Customer Support


Website, Mobile app

ZALORA is a premier Fashion & Retail destination in Southeast Asia with a perpetually growing presence in the fashion, beauty and lifestyle space. In one quarter of 2021, ZALORA recorded more than 3 Million app downloads and witnessed a massive increase in the share of new customers by revenue, from varied geographies.

How ZALORA used automation to ensure seamless CX




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 – Introducing the ZALORA Virtual Assistant

ZALORA Virtual Assistant, 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.


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.

ZALORA Virtual Assistant, multilingual capabilities
ZALORA Virtual Assistant, omnichannel support


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.





Savings in man hours per quarter



New users served over a year



Conversation sessions powered

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