LPP has introduced a second generation chatbot for customer service

Customers of the Reserved, Cropp, House, Mohito and Sinsay brands owned by LPP can now benefit from the help of conversational artificial intelligence. Implemented in cooperation with PerfectBot, the tool currently allows to solve 200 of the most popular problems reported to the Contact Center by customers of online stores. The second-generation chatbot already solves 70% of all issues correctly, and thanks to the ability to answer open questions, it has significantly improved the service for the recently growing number of customers in the e-commerce channel of the Polish clothing manufacturer.

LPP company, in cooperation with PerfectBot, has provided its customers in Poland with the opportunity to use the latest generation of chatbot which already handles nearly one third of all cases reported to the Customer Service Office (CSO). By automating the handling of the most frequently asked questions in times of rapid growth of online sales, the second generation chatbot has significantly increased the efficiency of the Contact Center of the company in Gdansk.

The second generation chatbots is already solving the 200 most popular problems reported to the BOK by customers of online stores of the brands belonging to LPP. It can talk about 30 different delivery statuses, helps with courier returns or order problems, already explaining 70% of such issues on its own. In the most difficult conversations or when the nature of the request requires it, PerfectBot switches the chat to a consultant from the Customer Service Office. The effectiveness of proper problem solving is evaluated in an authoritative way – by a human who analyzes the course of selected conversations with customers and on that basis introduces further improvements and trains the bot.

Conversational artificial intelligence responds to problems reported by the customers with natural language, and thanks to the possibility of handling open questions, conversation with it resembles a natural exchange of sentences with an employee of Customer Service.

The implementation of the second generation chatbot is a key step in adapting LPP’s customer service tools to the rapid increase in sales in the online channel that we have been recording since April. This innovative solution, with the ability to transfer difficult conversations to a human, is the most effective and at the same time the most accessible contact channel for customers. In the next stage we want the chatbot to also support LPP’s customer service on foreign markets
– comments Dawid Telepski, e-commerce operations manager at LPP.

Chatbot in LPP was implemented together with a cloud-based contact center solution – Genesys PureCloud, which handles conversations switched by the chatbot to a human as well as conversations from LPP brand profiles on Facebook. Genesys PureCloud enables effective scaling of system usage and integration of all customer service channels. The chatbot uses Google’s Dialogflow natural processing engine, complemented by proprietary PerfectBot technology.

The solution implemented in LPP is another second generation chatbot, after IKEA, launched for the leader of the retail industry by PerfectBot. With both implementations, we want to set the benchmark for natural language understanding and effectiveness that is currently possible. Conversational AI in LPP brand stores answers open questions as close to human as possible and does not rely on selection forms commonly used by first generation chatbots
– says Łukasz Lewandowski, CEO of PerfectBot.