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The Virtual Assistant, empowered by hybrid AI and Automation technology, is set to revolutionize customer interaction at M&S.
About
Tata Communications can team up with M&S to create an AI concierge, leveraging their partner ecosystem. This advanced service is designed to provide information, resolve queries, and enable customers to carry out various actions across multiple channels at any time, and in over 70 languages. Integrating seamlessly with M&S's existing contact centre technology, this development marks a significant step towards modernizing M&S as a forward-thinking, digital-centric brand.
Key Benefits
The Virtual Assistant, empowered by hybrid AI and Automation technology, is set to revolutionize customer interaction at M&S. It's equipped to understand and address up to 75% of customer inquiries independently. This assistant will be accessible across various platforms, enhancing customer experience and engagement:
- Web: Improving the M&S website experience with FAQs and optimized customer support.
- Digital Channels: Accessible via platforms like Facebook, Instagram, Google Business Messenger, WhatsApp, and SMS.
- M&S App: Aiming to significantly increase active user engagement.
- Telephony: Seamlessly integrating with IVR systems for call deflection and supporting payment processes.
This Virtual Assistant will provide general assistance to all users, with added personalization and features for those who are logged in.
Impact and Benefits
Implementing this AI-driven Virtual Assistant is expected to yield substantial benefits for M&S:
- Enhanced Customer Experience: Creating an AI-powered knowledge base and integrating fully with M&S's online shopping functionalities.
- Operational Efficiency: Assisting with real-time delivery updates and handling common customer service inquiries, along with integration with third-party delivery partners.
- Cost Savings and Improved Efficiency: Aiming to reduce average hold times and increase sales volumes by enhancing customer lifetime value, conversion rates, and decreasing shopping cart abandonment rates.
- Loyalty Program Enhancement: The Virtual Assistant can significantly improve engagement in the Sparks Membership community and the existing Rewards program.
- Furthermore, the inclusion of IVR deflection provides customers an alternate route for resolving their queries, potentially reducing the call center volume.
Applications
- Enhanced Customer Experience: Creating an AI-powered knowledge base and integrating fully with M&S's online shopping functionalities.
- Operational Efficiency: Assisting with real-time delivery updates and handling common customer service inquiries, along with integration with third-party delivery partners.
- Cost Savings and Improved Efficiency: Aiming to reduce average hold times and increase sales volumes by enhancing customer lifetime value, conversion rates, and decreasing shopping cart abandonment rates.
- Loyalty Program Enhancement: The Virtual Assistant can significantly improve engagement in the Sparks Membership community and the existing Rewards program.
- Furthermore, the inclusion of IVR deflection provides customers an alternate route for resolving their queries, potentially reducing the call center volume.