• December 2, 2016

Narvar Adds AI to Post-Sales Processes

Narvar has added artificial intelligence to several of its products to help retailers respond to customer demand for highly personalized experiences. The company is launching a bot integration for Facebook Messenger for smart, relevant communications related to package delivery status as well as Smart Knowledge Base, a bot to anticipate and answer questions that customers might have about tracking their packages.

"Narvar processes more than 2 billion consumer transactions per year, so we are always learning more about when, where, and why people are happy, engaged, or frustrated," said Maria Latushkin, chief technology officer at Narvar, in a statement. "Retailers can now add Narvar's new layer of intelligence to communicate more effectively with customers during the post-purchase experience."

Narvar's AI-driven chatbot integration with Messenger answers common natural-language questions about package tracking and delivery, personalized to that customer. Retailers can send proactive delivery updates and personalized messages and will soon be able to deliver other post-purchase information, including how-to guides, product offers and recommendations, all customized with their brand voice.

Narvar's Smart Knowledge Base provides contextual help to shoppers within the package tracking experience, anticipating customer needs at different points in the journey to predict and provide the correct information at that moment. Retailers can meet customers' expectations for relevant communications on their terms while reducing call center volume. In the future, the bot will also incorporate advanced AI capabilities to continuously learn and react to consumer behaviors.

"Retailers are shifting how they communicate with consumers, and Narvar's AI is helping them transcend channels," said Amit Sharma, CEO of Narvar, in a statement "We're platform-agnostic, and in the future our AI will extend brand interactions across email, voice, and other emerging platforms."

"In today's competitive ecommerce landscape, we're able to differentiate ourselves by providing shoppers the delivery information they want and need most," said Brian Seewald, vice president of digital at DSW, in a statement. "The Narvar chatbot on our Ask DSW Facebook page allows us to tap into the power of AI to serve our customers in a conversational way and to deliver the information on demand."

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