Case study: IBM Chatbot implementation — 24-hour customer service in Black Red White

At the end of 2020, Black Red White S.A. with the support of Unima 2000 launched an intelligent Chatbot supporting the process of receiving complaints. It is available on the company portal at: https://www.brw.pl/zwroty-zgloszenia/

Chatbot operation is based on IBM Watson Assistant artificial intelligence engine and Comm100 interface.

IBM Watson Assistant acts as an intelligent assistant simulating a natural conversation between people. It conducts dialogues with customers in natural language, using machine learning mechanisms. Watson Assistant recognizes the intention of the interlocutor, learns based on conversations made, recognizes intentions, does not rely on rules defined by the developer, which with an extensive solution are not scalable and complicate the solution.

Functionality

Chatbot allows Black Red White customers to efficiently submit complaints 24 hours a day. The system collects the information necessary to accept the complaint: personal and contact details of the person submitting the complaint, the order or receipt number, a description of the reported problem, verifies the correctness of the specified order number and much more.

“The Chatbot prepared for us by Unima 2000 allows Black Red White customers to submit complaints without time limits, 24 hours a day. The chatbot collects the information necessary to accept complaints, allows you to attach photos, gives parameterized answers, sends confirmation of requests in a structured and transparent form. It has a friendly interface and is a flexible tool that allows for rapid development” comments Ms. Monika Kaczmarek — Manager of the Customer Relationship Management Department.

Unlike simple chatbots, Chatbot responds correctly to most customer questions about complaints asked in natural language, understands the intentions of the person asking the question, keeps the context of the statement, forgives typos, gives parameterized answers. It provides a human-tailored conversation flow. Its configuration is strictly dependent on the process to be performed. The standard version requires the addition of business logic and sample questions and answers that will be supported.

Chatbot also provides information about the opening hours of Black Red White showrooms and the status of complaint processing.

Chatbot Interface

Chatbot is not only smart, but thanks to the use of the Comm100 interface, it has an elegant, clear interface adapted to the appearance and color of the website of the company Black Red White.

After the end of the conversation with the bot, the entire content of the conversation along with attachments is sent to the indicated e-mail box of the complaints department.

The conversation ends with a survey collecting customer ratings and feedback. This is the easiest and most accurate picture of how customers perceive the ease of use of Chatbot.

The Comm100 interface used in the Chatbot solution additionally provides a set of tools that improve the quality of services. It allows you to monitor in real time the customer's visit to the Black Red White website and share visitor information such as: current browsing page, navigation behavior, geographic location, chat history, chat duration. It also informs you through which pages the customer searched for the Black Red White page.

Results:

Chatbot Black Red White in the period in the first two months of use received correctly 100% of the submitted complaints, answered correctly 100% of the questions concerning the opening of showrooms, gave 100% correct answers regarding the status of the complaint.

The Unima 2000 team, which takes care of the continuous training of the Chatbot, pays great attention to ensuring that it responds as closely as possible to the answers provided by the customer service employee.

COMPANY INFORMATION BLACK RED WHITE

Black Red White is the largest Polish furniture group, producer and distributor of furniture and interior items with about 20% share in the Polish market in terms of sales value. For more than three decades, it has been offering customers an extensive range of its products. A wide range, a variety of designs and competitive prices make Black Red White one of the most famous and appreciated Polish brands from the beginning of its existence.

CAPITAL GROUP

The Group consists of BLACK RED WHITE S.A. and 18 subsidiaries, including 8 Polish and 10 foreign entities. Production activities for Black Red White are carried out in 19 production plants. The Capital Group has factories equipped with modern machinery parks, its own transport, logistics and warehouses. The total storage area is 160,000 m2.

SALES NETWORK

The offer of Black Red White furniture and accessories can be found in furniture salons throughout Poland. Salons are located in the largest cities of the country, as well as in small towns. The brand sells its products in more than 70 company showrooms and many partner points. In Wrocław, Łódź, Warsaw, Zabrze, Będzin, Chorzów, Bydgoszcz, Gdańsk, Lublin, Poznań, Rzeszów and Krakow are located 13 of the brand's largest stores. The manufacturer's assortment is also available in multi-brand retail outlets.

The Black Red White range is present in many foreign markets. The products of the Polish manufacturer can be found in, among others, such countries as: USA, Spain, Netherlands, Belgium, Czech Republic, Slovakia, Slovenia, Hungary, United Kingdom.