Australian online retailer Kogan has rebuilt its customer service assistant using AI agent tools from Salesforce.
According to iTnews, Kogan's first chatbot resolved about 6% of enquiries. The new AI assistant now handles 10 kinds of request, including "where is my order?", which makes up about 60% of what Kogan's customers ask. The project went from a hack day to live in about six weeks.
The lesson for smaller businesses
You don't need Kogan's size to use the same approach. Most businesses get the same handful of questions over and over: opening hours, prices, booking times, delivery or order status. Kogan started with the most common one and built from there.
A quick check you can do this week
Write down the five questions customers ask you most. Then check your website answers each one clearly. That's the groundwork any AI assistant needs to give good answers.
How Ven can help
We can tidy up your website FAQs, add an AI assistant that answers the common questions, and make sure it hands anything tricky to a real person on your team. If you'd like to talk it through, get in touch.
From Ven
Answering the same customer questions every day?
We can add an AI assistant to your website that handles the common ones and passes the tricky ones to your team.
Also this week: Four in ten Australians now ask AI to help choose a brand and Google's Gemini is rolling out a tool that drafts posts in your brand style.