Friday 20th Jul 2018 - Logistics Manager Magazine

Doddle launches returns chatbot

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Doddle, has launched a Facebook chatbot using artificial intelligence (AI) to ask customers for one or more pieces of data related to their return (a 30 second interaction) that also reduces the time a customer needs to spend in-store handing over the parcel to seconds.

Upon opening the conversation with Doddle on Facebook Messenger, customers are asked to enter responses to the chatbot’s questions such as: which retailer they are returning to; their order number; email address; and preferred Doddle drop off location.

Some responses can be given by tapping the appropriate picture.

A QR code is produced that is scanned when the customer visits a Doddle location to drop off the parcel. The information provided by the customer is shared with the retailer in real time to provide them with advance notice of products coming back into the supply chain.

Once the QR code has been scanned in-store the customer will be sent the full tracking information through Facebook Messenger to monitor the progress of the parcel’s journey.

For Doddle’s partner retailers, the solution requires no integration with their existing IT systems but provides them with access to a live feed of their inbound returns via API.

Facebook returns is currently available to customers returning online purchases to ASOS, Coast, M&S, Mennace, Missguided, Oasis, PrettyLittleThing, River Island, TM Lewin, The Outnet, Warehouse, Wiggle, Mr Porter, New Look and Shoeaholics via Doddle.