Retail and e-commerce customer service automation

Recognising top 30 most common questions out-of-the-box

Orion comes with a pre-trained AI model that can understand most customer questions in retail and e-commerce

Contact Form Assistant

What if... you can answer your customers questions the moment they are typing?

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What else can you use Orion for?

Recognizing the content of a customer question is the basis for further automation.

Provide answers to the customer

Respond automatically with a set of knowledge articles to the customer. This is what we call question deflection.

Support your agents

Have the AI model suggest template answers to your agents. Template suggestion enables quick and consistent answers that can be personalised if desired.

Trigger business processes: RPA / API

Successful recognition of a specific type of question sets in motion a variety of backend business processes. Use Orion AI for detection and your favourite RPA or API for execution.

What channels can I use?

Orion handles digital channels such as e-mails, contactforms and chat out-of-the-box.

Awesome, and what about languages?

Natively supported are Dutch, French, English and German. We can add more on request.

How do I integrate Orion?

We offer an easy-to-use API and have connectors for Salesforce, Zendesk, MS Outlook, Verint Express and Genesys Cloud!

What results can you expect?

Case study Delhaize: Orion's retail AI model + deflection

To support the roll-out of a new loyalty card at Delhaize Orion's AI model and deflection functionality was activated. Incoming customer questions went through the deflection step and reached customer service agents only if the customer was not satisfied with the automatic answer.
Orion integrates with Delhaize's Salesforce CRM.

The results on 21.568 questions so far?

Orion successfully answered 74% of questions! Only 26% of customers indicate that they want their question looked at in more detail by a human customer service agent.

The e-mail you receive as customer

When you submit a question as a customer, this is the type of response you will receive just a few minutes later.

Deflection flow

Easy to integrate

Customer friendly

Success = recognition + crystal clear self-help content

Successful recognition is only half the story.

For deflection to work to maximum effect the answer copy needs to be top notch. Our content experts at Orion Intelligence have got you covered!

Have a look at Delhaize's self-help content.
Click here for the Dutch content and here for French.

Additional questions

How is this different from chatbots?

Orion supports any digital text input and makes no assumption on the specific channel. In addition, Orion AI comes with an out-of-the-box understanding of retail and e-commerce related customer questions. Chatbots require manual configuration before they can be deployed within a more limited context.

My business has some specific customer questions.

We got you covered! Our AI model for retail and e-commerce is fully extensible. We can add both top-level and detailed recognition categories specific to your organisation.

How does RPA fit into all this?

RPA - Robotic Process Automation is great technology to automate business processes e.g. to fill out forms across a variety of systems. Orion is often the initiator of an RPA flow: he can detect a specific customer question + the required identifiers (such as a customer or parcel ID) and then hand this over to the RPA.

How to apply automation in retail, logistics and e-commerce customer service?