Doncaster-based DFS is adopting new AI-powered conversational chatbot technology in its website.
Its signed a multi-year deal with CM.com to integrate the “Sofia” chatbot to automate customer interaction.
“We’re always looking at how we can continue to deliver standout customer service and recognise the need to take a fresh approach to provide consumers with an agile, fast, and smooth online experience,” said Kai Bentley, Technology Business Partner at DFS.
“We were impressed by CM.com’s hands-on approach to identifying the best solution for DFS, as well as the strength and agility of their chatbot technology and ease of use for both employees and customers. The ability to make regular updates and improvements based on customer queries will ensure that we are continually enhancing the service we’re providing, supporting long-term business growth.”
CM has recently integrated generative AI through OpenAI to help businesses to anticipate and pre-populate potential customer queries. Since the launch of “Sofia” recognition rates have increased from 52% to 67% and queries being sent to an incorrect team have fallen by 8%.
According to DFS, the percentage of sales converted from the chatbot has risen from 4.51% to 7.09%.
“We’re very pleased to be supporting DFS in their ambitions to enhance and improve the customer experience,” added James Matthews, UK & Ireland Country Manager at CM.com.
“DFS is a business that embraces technology, as we’ve seen from the beginning of our journey together, and I look forward to seeing the further value and benefit to gain from leveraging AI technology. Through our combined vision and expertise, we can deliver a superior experience, which supports business growth and truly puts the customer first.”
