Episode number 9 of Sophie’s Chatbot Talk is all about chatbots in e-commerce. This time, Sven Engelmann from OMQ was interviewed.
Chatbots at OMQ and what fascinates Sven about bots
“Chatbots are a “great medium” that is also technically very interesting.” According to Sven, chat is a medium that appeals to young people in particular. The chatbot combines AI (artificial intelligence) with new communication media.
With the help of chatbots, customer service can be relieved via a different communication channel.
Chatbots in e-commerce
Customer service in e-commerce works according to the Pareto principle. 80% of the questions are recurring, for example “Where is my order?” or “How can I return goods?”. Only 20% are “special cases”. An AI or chatbot can be used well for the 80% repetitive questions.
E-commerce is subject to various fluctuations, and the chatbot can help to flatten out these peaks in customer service.
The 100% project
In the 100% project, OMQ is working with a customer to bring the automation rate up to 100%. This means that 100% of inquiries should be answered automatically. All of this customer’s communication channels were equipped with OMQ’s software and a suitable funnel was built. End customers can now find a contact option on all subpages of the website. The aim is for end customers to interact. The project’s goal is ambitious, but they have already achieved an 80% automation rate.
Initial experience has shown that the system is particularly popular when customer service is not available, for example in the evening.
Different tolerance towards chatbots?
When analyzing conversations with chatbots in e-commerce, they noticed that they are often used as lightning rods. Some of them are massively insulted.
On the other hand, they have recognized that customers are more open to chatbots when it comes to difficult topics such as finance and are more willing to provide information. You can use this to your advantage and, for example, have the chatbot go through the application for installment payments with the customer.
Concept development of chatbots in e-commerce at OMQ
The chatbot is a ready-made solution that OMQ implements “out of the box” for the customer. When setting up the chatbot, the customer decides whether the chatbot should be on a first-name or first-name basis. The customer also defines whether special formulations are used. The chatbot then starts on the basis of the OMQ knowledge database. And the customer’s FAQ, which have been recorded in the system. During operation, the AI then analyzes issues not covered by the system. They then use this to expand the knowledge database.
Learnings from OMQ’s chatbot projects
It is important not to send the end customer down a one-way street. It must be possible to switch from the chatbot to another communication channel at any time.
It is also important that all information is processed in a central system and made available for all communication channels.
About Sven Engelmann and OMQ
Sven Engelmann is one of the managing directors of OMQ GmbH. OMQ has been combining customer service with artificial intelligence for 10 years. OMQ has developed a system that can be intelligently connected to all communication channels in the company. Among other things, a chatbot can also be connected. Everything is generated from a knowledge database, centrally managed and then intelligently controlled. Many of OMQ’s customers are at home in the transportation, software and e-commerce sectors.
It’s best to listen to the episode with Sven Engelmann for yourself. Have fun![vc_empty_space height=”40px”]
And if you don’t want to miss any more podcast episodes, then sign up for the mailing list at the bottom of this page.
