After Burberry, the European multinational luxury goods conglomerate LVMH has started offering 24 x 7 ‘Chatbot’ services on Facebook Messenger to its customers to answer their queries related to brand’s online catalogue, fashion shows and history.
Powered by Californian AI startup Mode.ai, the ‘virtual adviser’ will help the fashion label to stay connected with thousands of its consumers at once and serve them better.
“The service will enable our customers to stay in touch with Louis Vuitton universe wherever they are,” said LVMH Chief Executive Michael Burke in a statement issued. The aim is to provide shoppers with an even more urbane, customized and conversational shopping experience via Facebook where the fashion house has 20 million-plus followers.
The bot will help the users explore the brand’s entire of products and also give suggestions on specific items. It will serve as a one-stop destination for information on LVMH stores worldwide, as well as, product care instructions.
The Chatbot has been developed to enhance the quality of relationship LVMH has with its customers. “We see messaging platforms as future key drivers of conversations with our clients, and potential for the integration of artificial intelligence and Chatbot technologies to further improve service to clients across these new channels,” averred Burke.
However, as a disappointment to few, the Chatbot service is only for the US shoppers as of now. The technology will also support LVMH better manage shoppers during the ‘holidays’ rush in the US. The fashion company is eager to expand it further to Europe and Japan soon.
Earlier this year, LVMH launched a multi-brand e-commerce website named ‘24 Sevres’. The site is live in more than 70 markets worldwide. Prada, Gucci, Valentino and Maison Margiela will soon be up for grabs too on the website.
Although LVMH states that it is still in the early stages when it comes to using AI technology, the move to initiate such services is seen as a strong step by the brand to enhance its sales and expand its presence on social media.
