AI at the service of e-commerce

The advent of artificial intelligence (AI) has revolutionized many sectors, including e-commerce. At AXELITES, we’ve always strived to be at the forefront of technology to provide the best solutions for our clients. Recently, we decided to tackle a particular challenge: how to improve after-sales service for non-French speaking customers? The answer: ChatGPT.

The challenge of multilingualism in customer service

Non-French speaking customers represent a growing share of e-commerce markets. However, meeting their after-sales service needs can be challenging. Translation errors or delayed responses can lead to an unsatisfactory customer experience and potentially costly outcomes for businesses.

Why ChatGPT?

ChatGPT, a creation of OpenAI, is an AI specialized in understanding and generating texts. Its ability to understand and respond in multiple languages seemed to be the ideal solution for our problem.

Our implementation

Integration with the customer service platform: We first integrated ChatGPT into our client’s after-sales service platform. This allowed agents to see ChatGPT’s response suggestions in real-time.

Custom training: We trained ChatGPT with samples of commonly asked questions so it could generate relevant and accurate answers for the e-commerce sector.

Multilingualism: Thanks to ChatGPT’s ability to understand and generate responses in multiple languages, the system offers suggestions in the client’s original language, allowing for smooth and effortless communication.

The results

Since implementing this solution, our client has seen a significant improvement in the efficiency of customer service. Response times have been reduced, translation errors have decreased, and the overall satisfaction of non-French speaking customers has increased.

The use of AI in the field of e-commerce continues to grow and evolve. By harnessing the power of ChatGPT, we were able to assist our client in delivering superior after-sales service to all its customers, regardless of their language. The future looks promising, and we are excited to see where AI will take us next.