In M.Video-Eldarado, a neural network will answer customer questions


The M.Video-Eldorado network has implemented a neural network in order to facilitate communication between sales consultants and buyers.

All sales consultants of a retailer of household appliances and electronics get mobile access to the neural network from their smartphones via a chat bot. According to experts, this is the first time that AI is being used in this format in Russia.

In M.Video-Eldarado, a neural network will answer customer questions

Artificial intelligence will answer those questions of buyers that caused difficulties for consultants, as well as help employees in organizational processes, told “Vedomosti” in the company.

The retailer trained the neural network for several months, now the robot independently answers about 50% of requests. It can take up to 15 minutes to find an answer to individual customer questions, in some cases – several hours, and AI will find most of the answers in seconds.

At the same time, the company does not plan to give up the services of sales consultants yet. The network representative Dmitry Marykin noted that the neural network speeds up their work, makes the launch of new services easier, but does not replace direct human communication with customers.

Mina Khachatryan, Strategic Marketing Director of Rusklimat, noted that AI in this format is being used for the first time in a federal-scale network in Russia. She said that overseas, the intelligent system operates in Amazon Go offline stores. “She not only advises buyers, but also determines which goods the buyer took from the shelf, and also allows them to pay without a cashier and a plastic card, using a special technology,” Khachatryan said. The exact tracking mechanism has not yet been disclosed, but it is known that Amazon uses RFID tags and video cameras, the interlocutor said. “The surveillance system appears to track the location of each customer in the store, and RFID scanners on the shelf determine when the item is picked up from the shelf. The system combines information from two channels and concludes that a particular customer has taken a particular product, ”she explained.

There are more than 1,100 stores in the M.video-Eldorado chain now, with over 28,000 employees.

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Photo: M.Video Facebook page


Source: RB.RU by rb.ru.

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