Quality control questions, returns, and refunds are the most common customer service tickets. It leaves little time for customer engagement on more complex requests like relaying information on products or helping a customer find the best product for them.
Much of the repetitive work can be automated according to the co-founders of Zowie. They founded the company in order to blend their experience with an e-commerce startup on both the product development and customer survey sides.
Customer service was not being solved by existing solutions because their implementation was hard. It would take months to implement and it would be hard to maintain.
They had the idea for Zowie after being tasked with building a solution for repeatable work in a matter of weeks.
Customer service using artificial intelligence is not new. In the past year, we have seen companies like Forethought, Heyday, and Landbot announce funding.
Some competitors require the company to input responses into their tool. The Zowie X1 technology does the job of automating the request workflows specific to a product or brand from the very beginning. In some cases 50% of support tickets can be supported by Zowie, if the company can analyze data in minutes.
The agent can take on questions not answered by the chatbot, resolve more complicated issues, and turn more support into sales if they are open to it. Customers are able to realize up to 45% more sales.
The company decided to raise $5 million in a seed round after experiencing a revenue tripling between 2020 and 2021.
The company works with about 100 customers. She expects to use the funding on product development, marketing, sales and growth of the commercial team in the United States and across North America. The plan is to double the team this year.
The company is looking to add features on the sales side so they can navigate through the customer journey, as well as automation across as many channels as possible, from websites to email to Whatsapp.
Darian Shirazi, general partner at the firm, says that his firm was attracted to Zowie because of its rapid revenue growth and the fact that the business is being built.
He said that Zowie was the first artificial intelligence chatbot for e- commerce that generated knowledge. Some companies don't have time to provide a knowledge base to answer the questions. No one has done it well for e- commerce, which is a massive vertical.
The missing piece in your chatbot strategy is conversational.
All Rights Reserved © 2024
