Marketing

Arvato Supply Chain Solutions relies on hybrid solutions in customer service – eCommerce Magazin

Live chatbot: The new solution that is completely integrated into that of Arvato CRM and contact center software from the provider BSI Business Systems Integration that is used is integrated, enables customer advisors to have a 360-degree view of all processes and the entire communication history – also that of the chatbot with the customer. That guarantees you seamless information transfer between the virtual agent and the employee in customer service across all contact channels.

Live chatbot for a seamless transition

“Live chats are usually operated as separate tools in the market. The biggest annoyance for the customers is that the chatbot does not offer a case-closing solution and the customer has to describe his concern to the customer advisor again, ”says Christina Frank, Vice President Customer Service at Arvato Supply Chain Solutions. “We are convinced that Interplay between virtual and human agents crucial for one unique service experience is, so we decided on a hybrid solution with which we can manage this transition seamlessly and without loss of information. ”Together with the Software manufacturer BSI and the chat provider and AI company Enterprise Bot Arvato has designed a solution that comprehensively combines integrated technology and existing data and sets new standards in the market.

Thanks to artificial intelligence, the chatbot is able to start partially and fully automated processes in the BSI system, direct relevant questions to the customer and provide the necessary answers. The chatbot can seamlessly transfer the chat with the customer to an agent in the customer at any time. The decision to hand over is made either through the process or through a sentiment analysis, ie the “mood recognition”, which, among other things, includes the risk of an escalation. If Arvato’s Customer Service takes care of Supply Chain Solutions, the agent can use the same user interface for all input channels thanks to the integration of the chatbot in BSI and initiate follow-up processes directly in the CRM system. In addition, the entire previous communication process, including that of the bot with the customer, is visible so that the agent always has a 360-degree view of the previous interactions with the customer.

This view is much more comprehensive than classic providers in customer service, because as an end-to-end provider, Arvato is responsible for the entire process along the supply chain. This gives the service provider access to all data that arise during an online order – this includes all customer communication, but also all logistics, order, tracking and financial data. Christina Frank: “This variety of information enables our customer advisors to create unique, personalized service experiences for customers, and the chatbot will also use it as part of further service automation.”

The end customer is king

The new system also supports Arvato’s strategy of placing end customers at the center of all processes when implementing customer-specific solutions. “We focus the use of chatbots on only a few reasons for contact, which make up a large part of our volume,” explains Christina Frank. “We invest in service automation for these simple concerns. At the same time, we give the customer advisor more time to interact with the customer in the case of advice-intensive inquiries. He can then convey the brand and service promises of the fashion, beauty and lifestyle companies even more intensively and thus contribute to a better customer experience and higher customer loyalty. ”

The introduction of the hybrid live chatbot solution, which is scheduled to start operationally at the beginning of 2022, is also an important step for Arvato Supply Chain Solutions in making customer service future-proof. Bernhard Egger, Retail Community Manager at BSI: “Customer communication is increasingly shifting from e-mail to chat – a development that is already clearly recognizable in the USA and Asia. For Europe, we expect a shift volume of 20 to 30 percent in e-commerce in the next two to three years. ”To counter this change, the live chatbot is currently being integrated into the BSI Customer Suite and the six main languages ​​in Europe are being integrated – always with a view to the specific communication behavior of the customers in the respective country. This means that the 400 or so customer service agents that Arvato employs at several international locations and who can cover the entire European economic area with services in a total of eleven languages ​​are well equipped for future customer service requirements.

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