Very.co.uk says that its machine-learning chatbot has now become its most used customer service channel as its investment in artificial intelligence pays off.
Very Assistant, Very’s AI chatbot, reportedly answers over 268,000 customer queries every month, making it the brands most widely used customer service channel.
While Very’s chatbot was originally launched in 2017, the retailer has been expanding its use developing its capabilities ever since.
In September last year Very launched its chatbot on its website, moving the AI assistant outside of its app for the first time.
According to Very the success of its Chatbot has seen inbound customer service reduce by 23 per cent.
In an interview with Marketing Week in 2017, Very’s former chief executive Alex Baldock (who now runs Dixons Carphone), said he was “placing a big bet” on AI-chatbots moving forward in order to compete with the likes of Amazon and Apple.
Very’s customer care director Mark Billingham says this investment has now paid off, adding: “Our customers love the convenience of the chatbot. It’s always accessible, helpful for a wide range of service queries, and means many of our customers don’t need to contact us.
“With more customer service questions being answered by our chatbot, our advisors are focusing on dealing with the more complex queries over the phone. This has helped us as we’ve seen customer numbers grow over the last 12 months.
“Because the chatbot is powered by artificial intelligence, it learns and becomes more effective every time it interacts with our customers. It’s one of the ways we’re investing to improve the digital experience for our 4.5m customers.”