Singapore, 6 June 2024 – In a groundbreaking move, ZALORA, Asia’s premier fashion and lifestyle e-commerce platform and a key entity of Global Fashion Group (GFG), has introduced an innovative AI-powered customer service chatbot. This advanced technology promises to deliver seamless and personalized support to customers in Singapore, Malaysia, the Philippines, Indonesia, Hong Kong, and Taiwan.
An Intelligent Chatbot Offering Personalized Support
Launched in early 2024, ZALORA’s new AI-powered chatbot is the result of a strategic partnership between ZALORA’s technology team and Forethought, a leading provider of customer-first AI experiences. This chatbot is designed to understand customer inquiries intuitively, providing accurate and relevant responses in a user-friendly format.
For simple queries, the chatbot leverages generative AI and a comprehensive, ever-growing FAQ knowledge base. For more complex issues, it uses advanced natural language processing to comprehend customer intent before delivering useful answers. Remarkably, the chatbot can seamlessly switch languages within a single conversation, making it versatile and user-friendly.
Unlike standard industry chatbots, ZALORA’s AI chatbot deeply integrates with core consumer services. Once customers sign into their ZALORA shopping profiles, the chatbot can access and offer personalized information linked to their accounts, including order status, deliveries, and returns. The intuitive UI displays purchases with item pictures, making it especially convenient for ZALORA VIP customers managing multiple orders.
Supporting Human Customer Service Capabilities
Beyond enhancing customer experience, the chatbot supports and augments the human customer service team. Traditionally, e-commerce platforms handle millions of inquiries annually, requiring extensive human resources. Since the chatbot’s launch, ZALORA has seen a 30% improvement in deflection rate, meaning more queries are resolved without human intervention. For complex inquiries, the chatbot summarizes conversations before handing them over to a human representative, ensuring continuity and saving customers from repeating details.
This approach not only delivers a seamless customer experience but also allows human representatives to focus on providing personalized service to ZVIP customers and addressing nuanced challenges requiring human touch and understanding.
Proven Results and Continuous Improvement
The chatbot has already proven its effectiveness, contributing to significant improvements in customer satisfaction. Markets like Singapore and Hong Kong have reported over 20% year-on-year improvements in Customer Satisfaction Score (CSAT) and a Net Promoter Score (NPS) exceeding 80%, among the highest in the e-commerce industry.
“As a fashion company at heart, we want to help our customers discover great products and brands that make them feel great and confident. ZALORA is known and loved for its industry-best customer service and we’re continuously exploring ways to improve that experience, especially in a more scalable and digital-first way. The innovation around Generative AI and Large Language Models (LLMs) has given us access to more capabilities and partnerships to deliver experiences to give our customers an elevated fashion shopping experience,” shared Liam Hutchinson, Director of Product, ZALORA Group.
ZALORA plans to further integrate the chatbot into core services and explore new use-cases, ensuring a constantly improving superior online shopping experience for customers.
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About ZALORA
ZALORA is Asia’s Online Fashion and Lifestyle Destination. Founded in 2012, the company has a presence in Singapore, Indonesia, Malaysia, the Philippines, Hong Kong and Taiwan. ZALORA is part of the Global Fashion Group, the world’s leader in online fashion for emerging markets. ZALORA offers an extensive collection of top international and local brands and products across apparel, shoes, accessories, and beauty categories for men and women. Offering up to 30-day free returns, speedy deliveries as fast as 3 hours, free delivery over a certain spend, multiple payment methods, and a loyalty subscription program ZVIP, offering unlimited free and fast delivery. ZALORA is the online shopping destination with endless fashion and lifestyle possibilities.
About Global Fashion Group
Global Fashion Group is the leading fashion and lifestyle destination in LATAM, SEA and ANZ. From our people to our customers and partners, we exist to empower everyone to express their true selves through fashion. Our three ecommerce platforms: Dafiti, ZALORA and THE ICONIC connect an assortment of international, local and own brands to 800 million consumers from diverse cultures and lifestyles. GFG’s platforms provide seamless and inspiring customer experiences from discovery to delivery, powered by art & science that is infused with unparalleled local knowledge. Our vision is to be the #1 fashion & lifestyle destination in LATAM, SEA and ANZ, and we are committed to doing this responsibly by being people and planet positive across everything we do. (ISIN: LU2010095458)
