August 26, 2020: Trekking and safari travel products company Wildcraft India Pvt. Ltd has selected IBM to implement a Customer Relationship Management (CRM) as-a-service-platform to enhance customer experience.
The solution is powered by Artificial Intelligence (AI) & Machine Learning (ML) capabilities and analyses customer interactions with Wildcraft India Pvt. Ltd at multiple touch-points. This 360-degree view of every shopper will help the company provide its customers a personalized shopping experience across all its channels.
As part of this new CRM solution, Wildcraft is introducing a virtual chatbot on their website and via WhatsApp. This virtual chatbot will be available in English and eight Indian regional languages (Hindi, Marathi, Bengali, Kannada, Oriya, Telugu, Tamil and Malayalam). The virtual chatbot will handle a high volume of inquiries, from general FAQ’s to questions about multiple topics including products, policies and procedures and even customer complaints.
The virtual chatbot will authenticate users and facilitate user-specific information and transactions. In addition to understanding the intent of customer conversation through natural language processing (NLP), it will analyse the sentiment of customer responses and transfer the conversation to a live agent, if need be.