One of Nigeria’s major eComnmerce company, Jumia has launched its own chatbot called the Jumia Bot.
Jumia said in a statement that the bot will help shoppers order food, find fashion or electronic items and book hotels and flights by simply having an online conversation with JUmia Bot.
The company claimed that Jumia Bot works by asking customers what they’re looking for, and then using their answers to uncover the best offers. For example, to get access to the best hotel and airfare deals on Facebook Messenger, a user can simply provide his or her preferred date and destination to the bot in order to see the top recommendations.
Once a user’s criteria are selected, Jumia Bot will remember and use the research for his or her next order. The bot, developed by Jumia with support from Facebook, uses Artificial Intelligence (AI) and natural learning process to hone in and learn users’ preferences over time in order to make recommendations that are personalized, timeline and useful to the shopper. The shopper’s post-order experience is also integrated into Jumia Bot. As a result, shoppers can track their orders and contact the Customer Service team for follow-up questions.
“When we launched Bot for Businesses on Messenger, our goal was to help companies make meaningful connections with their customers in order to meet their business goals.” said Emeka Afigbo, Head, Platform Partnerships, Middle East and Africa at Facebook. “We are excited to be part of the story in providing technology solutions to one of Africa’s leading e-commerce websites.”
In a statement on the significance of this new service, Juliet Anammah, CEO Jumia Nigeria said, “Jumia Bot has a very simple yet important objective: to help our customers get to personalized deals on Jumia Nigeria (www.Jumia.com.ng). We are pleased to unveil this new dimension of e-shopping for the Nigerian customer, and excited about helping to pioneer the next wave of local content and tech tools within our ecosystem.”
It is very curious that Jumia will be launching its own chatbot as the perfection of the bot might lead to redundancy among its customer service unit which accounts for over 70% of its workforce.
Earlier this week, Jumia’s parent company, Rocket Internet said the company made a net loss of USD61 million in the first six months of the year. It is expected by analysts that a move into an automated or semi-autonomous customer service relations in a bid to cut costs.