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Doddle launches Facebook chatbot for returns

Doddle has announced the launch of a new AI-driven Facebook chatbot, to make online returns easier for customers.

The Facebook Chatbot uses artificial intelligence (AI) to ask customers (via Facebook Messenger) for one or more pieces of data related to their return, which is then fed through to the retailer in real time to provide them with advance notice of products coming back.

A QR code is also created, which can be scanned when the customer visits a Doddle drop-of location, with the aim of reducing the time customers spend in-store handing over parcels to seconds.

For 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.

Doddle CTO, Gary O’Connor, said: “Engaging customers on a platform they are already using as part of their everyday interactions removes some of the hurdles to completing a return quickly. Through AI we can reduce some of the manual work teams in store have to complete and instead allow them to focus on delivering a great customer experience.”

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.

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