Customers of LPP brands, such as Reserved, Cropp, House, Mohito, and Sinsay, can already benefit from AI conversational assistance. The tool implemented in cooperation with K2Bots.AI allows to solve 200 most popular problems reported to the Contact Centre by customers of online stores. The second generation chatbot solves 70% of all issues correctly, and thanks to the ability to answer open questions, it has significantly improved the service of the recently growing number of customers in the e-commerce channel of the Polish clothing manufacturer.
LPP, in cooperation with K2Bots.AI, has made it possible for its customers in Poland to use the latest generation of chatbot, which already handles almost one third of all cases reported to the Customer Service Centre. Thanks to the automation of handling the most frequently asked questions, at a time of rapid growth of online sales, the second generation chatbot has significantly increased the effectiveness of the Contact Centre of the Gdańsk-based company.
The second generation chatbot by K2Bots.AI solves already 200 most popular problems reported to the Customer Service Centre by customers of online stores of brands belonging to LPP. It can talk about 30 different delivery statuses, helps with courier returns or order problems, solving already as much as 70% of such issues by itself. It can include a consultant from the Customer Service Centre for the most difficult conversations or when the nature of the request so requires. The effectiveness of proper problem solving is evaluated in a reliable manner – by a person who analyses the course of selected conversations with customers and on this basis introduces further improvements and provides the bot with additional training.
The conversational AI by K2Bots.AI usesnatural language to respond to the problems reported by customers, and thanks to the possibility of handling open questions, a conversation with it resembles a natural exchange with a Customer Service Centre employee.
– The implementation of the second-generation chatbot is a key step in adapting LPP’s customer service tools to the surge in online sales continuously recorded since April. This innovative solution, with the possibility of transferring difficult conversations to people is the most effective and at the same time the most easily accessible channel of contact for customers. The next step would be for the chatbot to also support customer service of LPP in foreign markets – comments Dawid Telepski, e-commerce operations manager, LPP.
The chatbot in LPP has been implemented by K2Bots.AI team along with the Genesys PureCloud contact centre solution which supports calls switched over by the chatbot to a human employee and calls from LPP brands’ profiles on Facebook. Genesys PureCloud enables effective scaling of system usage and integration of all customer service channels. Chatbot uses the Google Dialogflow natural processing engine, complemented by proprietary K2Bots.AI technology.
– The solution introduced in LPP is another second generation chatbot launched by K2Bots.AI for the retail leader after the IKEA launch. With both implementations, we want to set a benchmark for natural language understanding and effectiveness that is currently achievable. The conversational AI in LPP-branded stores answers open questions in a way that is as human-like as possible and is not based on choice forms commonly used by firstgeneration chatbots – says Łukasz Lewandowski, K2Bots.AI CEO.
Presentation of the LPP chatbot https://youtu.be/mfcd8ws2LME
LPP SA is a Polish family business and one of the fastest growing clothing companies in the region of Central and Eastern Europe. For over 25 years it has been successfully operating in Poland and abroad, offering its collection already on 25 markets, including in such prestigious capitals as London, Berlin, Tel Aviv or Moscow. LPP SA manages five fashion brands: Reserved, Cropp, House, Mohito, and Sinsay. The company has a chain of over 1700 stores with the total area of over 1 million sq.m. The online offer of the brands collections is available on 29 markets. On the basis of a global supply chain, the Polish clothing producer distributes over 265 million pieces of clothing to three continents. LPP plays another important role as it employs over 24 thousand people in its offices and sales structures in Poland, Europe, Asia, and Africa. The company is listed on the Warsaw Stock Exchange in the WIG20 index and belongs to the prestigious MSCI Poland index.
K2Bots.AI implements second generation chatbots, which understand most of the customers’ questions, thus actually reducing the load on the Contact Centre. The K2Bots.AI chatbots are based on technologies provided by two world leaders – Genesys Cloud as a solution for live chat and multi-channel customer service and Google Dialogflow as an automatic conversation engine.