Retail chatbots: Help guide the customer journey and drive sales

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Chatbots are benefiting global retail brands


of people of all ages prefer to use chatbots when shopping online.


of users say chatbots have changed their expectations of customer service for good.


of agents who use chatbots are free to spend their time solving more difficult and complex problems.

How chatbots are helping

Digital sales assistance

EBM’s Conversational AI capabilities can be used to enhance the retail experience at multiple levels. Chatbots can learn individual customer preferences to provide an enhanced online shopping experience, or suggest a convenient physical store.

They can also drive traffic with tailor-made and real-time push notifications, personalised suggestions, special offers, seasonal promotions and discounts.

Smoother transactions

Using natural language in the purchase process can help ease customer frustrations and reduce the number of abandoned shopping baskets. A chatbot created with EBM will smooth the check-out process and provide an efficient, friendly contact point for customers to monitor the status of their purchases and track shipments.

Simplified shipment and reduced returns

Chatbots created with EBM can be used to streamline the whole back office and fulfilment operation. Automate guarantee registration and repair and recall information based on customers’ purchase history, while incorporating conversational AI into the reverse logistics cycle to resolve problems and reduce the number of returned orders.

Customer queries

When customers have questions or need help with a certain issue, digital assistants can provide instant and accurate responses.

Simple queries such as “where do I send returned items” or “how can I change my delivery address” can be handled by the retail chatbot, with more complex queries automatically escalated to a human team member.

L'Oréal created the Luxe gifting chatbot to help users find their perfect fragrance

The L’Oréal Luxe team wanted to improve customer satisfaction and increase brand awareness by deploying a fun and easy to use virtual fragrance advisor. Accessible via Facebook Messenger, the chatbot recommends the best perfumes based on the qualities of the person receiving the gift.

How EBM helps you to support your customers and boost efficiency

Retail chatbot widget

24/7 Service

Use EBM to create retail chatbots that provide your customers with the information they need whenever they need it.

Free up staff time

EBM empowers your team to create chatbots that answer many frequently asked questions, freeing your staff up to focus on more rewarding and creative tasks.

Understand your people

EBM's powerful analytics and reporting provide useful insight on your customers by capturing the information that they want to know.

Create new channels

EBM enables you to deploy your chatbots to those channels which have become part of your audiences digital day-to-day like Facebook Messenger, WhatsApp, WeChat etc....

Respond quickly

EBM enables you to build chatbots that provide your customers with up-to-date information quickly and efficiently.

Provide notifications

Use EBM to create chatbots that provide customers with notifications when there is new campaigns, offers and brand updates.

An intelligent solution

Using EBM your team can create chatbots can be trained to provide increasingly targeted responses as more colleagues interact with them over time.

Tell your company story

Chatbots build by EBM can be a great method to educate users about your brand and products, offering a range of media, such as images, text and videos.

Retail chatbot widget

Amrit Chau-Singh

Innovation Delivery Lead

Josie Jordan

Client Delivery Lead

Our people make the difference

We support you with consultancy, implementation, training and ongoing maintenance on every aspect of Conversational AI

Ready to kickstart your chatbot journey?