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All Success Stories

ZALORA uses Conversational AI to deliver millions of seamless shopping experiences

Founded

2012

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


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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.

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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.

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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

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Savings in man hours per quarter

HIGH ADOPTION

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M+

New users served over a year

VOLUME HANDLING

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Conversation sessions powered

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