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Doddle introduces Facebook chatbot for returns

Click and collect specialist Doddle has launched a Facebook chatbot for returns. The chatbot uses artificial intelligence to ask customers for one or more pieces of… View Article

GENERAL MERCHANDISE

Doddle introduces Facebook chatbot for returns

Click and collect specialist Doddle has launched a Facebook chatbot for returns.

The chatbot uses artificial intelligence to ask customers for one or more pieces of information relating to their return.

On opening a conversation with Doddle on Facebook Messenger, customers are asked to enter responses to questions such as which retailer they are returning to, their order number, their email address and their preferred Doddle drop off location

A QR code is then produced that is scanned when the customer visits a Doddle location to drop off the parcel. The information provided by the customer is shared with the retailer in real time to provide them with advance notice of products coming back into the supply chain.

Once the QR code has been scanned in-store, the customer is sent full tracking information through Facebook Messenger to monitor the progress of the parcel’s journey.

Doddle chief technology officer Gary O’Connor said: “Engaging customers on a platform they are already using as part of their everyday interactions removes some of the hurdles to completing a return quickly. Through AI we can reduce some of the manual work teams in store have to complete and instead allow them to focus on delivering a great customer experience.”

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