How AI-Powered Chatbots Can Drive Customer Loyalty In E-commerce


Laiye, one of the world’s leading Intelligent Automation (IA) providers, continues to provide its chatbot platform to its clients, helping e-commerce providers like Walmart drive customer loyalty. Laiye Chatbot, launched in 2017, helps enterprises build, train, and deploy chatbots, enhancing customer experience.

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About Chatbots

We categorize Chatbots into different levels according to their intelligence. Push notification bots can be regarded as level 1 notification assistants, while level 2 chatbots serve as FAQ assistants. Nowadays, level 3 chatbots are contextual assistants, meaning bots can understand the context and have a multi-turn dialogue with users. 


Large corporations receive many customer inquiries each day. The large volume of questions received during or after working hours puts enormous pressure on the customer service staff. The quality of customer service depends on the staff's ability, mood, and other uncontrollable factors. Because staff members can be overwhelmed by the large volume of questions, they often cannot meet all demands quickly and accurately. Maintaining a customer support team can be very costly. Customers' needs may arise after business hours, so businesses are looking for more efficient ways to accurately and quickly respond to customers. 

Laiye AI-Powered Chatbot 

Using an AI-powered chatbot helps enterprises free up the customer service team, channeling their time towards customers with more unique requests. Therefore, this results in boosting customer loyalty, satisfaction, and retention.

Laiye strives to be at the forefront of chatbot technology. Laiye’s AI-powered Chatbot is an effective solution that can work 24/7 all year round, providing standard responses to common questions. Laiye Chatbot improves customer service efficiency and enhances overall customer service quality. It can also work with standard databases to provide customer service without errors. Moreover, as it uses machine learning, it improves and becomes more accurate over time. 

How Walmart uses Laiye Chatbot to support their sales 

Many well-known companies already use Laiye Chatbot. One of them is Walmart, a retail giant that operates large discount department stores. 

Walmart regularly receives a large volume of customer inquiries. During seasonal sales, such as the annual 618 shopping festival and double day promotions like 11/11 and 12/12, the volume of customer inquiries surges to almost ten times the usual amount. It requires a lot of staff members to reply to a large number of repeated questions every day. 

Additionally, their existing client-server system was outdated with limited functions that needed to be upgraded. When we deployed Laiye Chatbot on Walmart's WeChat and App, the robot took just one week to build a knowledge base based on the previous year's chat history and Q&As.  This solution supported the company’s business growth strategy and reduced their labor costs.

How Nike uses Laiye Chatbot to support their customer service

As enterprises grow, so does the demand for better customer service. The customer service of Nike Greater China's Direct Retail implemented Laiye Chatbot to its WeChat Official Account to work alongside its customer center staff. Laiye Chatbot provided a high-quality chatbot service with over 95% accuracy.

Transform your business with Laiye’s AI-powered solutions

Since its launch in 2017, we have successfully applied Laiye Chatbot across the financial services, retail, healthcare, manufacturing, education, communications, tourism, and automotive industries. Our innovative solution helps enterprises achieve digital transformation in sales, customer service, administration, human resources, legal, and many other operations.

Find out how your business can leverage Laiye Chatbot to operate at new levels of productivity and efficiency. Contact our friendly team today.

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