Chatbot for a Leader in Luxury Fashion Consignment

For buyers, this includes assisting with pre-purchase inquiries, resolving post-purchase issues, and providing support throughout the buying process. The chatbot also supports consignors (sellers) by streamlining their interactions and providing relevant information.

This is achieved by going beyond basic bot functionality and incorporating a range of innovative features designed to meet the unique demands of the luxury consignment market. These attributes guarantee that the chatbot can not only handle routine inquiries but also provide a truly premium experience, fostering trust, encouraging engagement, and ultimately driving successful transactions. Some of the key features that make this assistant stand out include:

Silent Close

Instead of sending potentially annoying reminders or alerts, the chatbot intelligently detects when a conversation has become inactive and quietly closes it, resulting in a seamless and unobtrusive experience for the user. This prevents unnecessary notifications and focuses attention on active interactions.

Auto Resume

When a consumer returns to the digital tool after a period of inactivity, the chatbot seamlessly restores their previous conversation, picking up exactly where they left off. If the user had been speaking with an agent, the bot makes every attempt to connect them directly together again; if the consultant is no longer online, the bot instead connects them to another one with the same training/responsibilities. This provides a truly personalized experience, making the user feel valued and understood, and eliminates the frustration of having to repeat information or restart their journey.

Pod Routing

For VIP customers it goes even further. The chatbot integrates with the brand’s custom API and identifies a small team of agents (“pod”) dedicated to that VIP and routes them accordingly. This leads to consistent, personalized service from familiar people, fostering stronger client relationships and a sense of exclusivity.

Personalized Codes

To further enhance the VIP experience, the brand can provide select clients or groups with unique codes. By initiating a conversation with these codes, consumers are instantly routed to the appropriate agent or department, leading to a highly personalized and efficient interaction. It also provides easy tracking for the success of various marketing or other initiatives, as the brand can report on the number of conversations started by a given code.

Abusive User Blocking

To maintain a safe and respectful environment as well as reduce fraud, the AI assistant empowers assistants to flag disruptive or abusive consumers. “Abusive” in this case meaning inappropriate and “attempting to fraudulently claim refunds, discounts or free items”. These users can still interact with the bot for automated information and support, but they are prevented from accessing human agents, protecting the team from negative interactions.

Wake-up & Holding Bot

Recognizing that luxury clients may have needs outside of standard business hours, the chatbot includes a “wake-up” feature that politely informs after-hours customers when assistants become available again the next day. As soon as the system detects an agent becoming available the next day, it “wakes up” and messages the user; as soon as the user acknowledges, it connects them to a consultant with the correct role/responsibility for their situation.. It helps people feel heard and attended to, even during off-peak times.

Auto-Transfer Manager

Dealing with high-profile clientele can be challenging – they can have extremely high expectations. To handle potentially difficult situations, the bot is programmed to detect escalating frustration or dissatisfaction. If a user threatens to or simply expresses a desire to escalate their issue to brand executives, the assistant can intelligently intervene, redirecting the conversation to supervisors. This helps de-escalate tension, provides a higher level of support, and prevents unnecessary disruptions for executives.

FAQ Feature

For quick and easy access to information, the tool integrates with the brand’s content repository in ZenDesk and refreshes daily,both user-facing and agent-facing FAQ support. The chatbot can use this content to reply to customer questions itself, and after escalation to the consultant, the system can suggest responses for the delegate to use.