Markets are ahead of other retail market segments in using chatbots to communicate with customers – 75% of these businesses have them. They are also actively used by pharmacies and retail chains that sell cosmetics, Vedomosti writes with reference to a study by Naumen.
Experts say that the share of chatbots on Telegram and Russian social networks will continue to grow. This is mainly due to the relatively low costs and speed of development.
The popularity of chatbots among the markets is explained by the number of simultaneous calls to the support service of companies, said Alexander Savelyev, director of operations of Market Profi. Thousands of users place orders every minute in the market and their problems must be solved immediately.
Chatbots help reduce staff costs and streamline work, analysts say. An employee takes an average of five minutes to collect customer data, while a chatbot takes 15 seconds.
The study was conducted from March 30 to May 18, 2023. It used data from 120 retail chains, online stores, markets from analytics company InfoLine’s rating for 2021.
Author:
karina pardaeva
Source: RB
I am a professional journalist and content creator with extensive experience writing for news websites. I currently work as an author at Gadget Onus, where I specialize in covering hot news topics. My written pieces have been published on some of the biggest media outlets around the world, including The Guardian and BBC News.
