eMAG has significantly enhanced the capabilities of its online customer service chatbot, Dia, by upgrading it to a cutting-edge GPT-4 language model. This transition allows customers to interact with Dia in natural language, no more clicking through menu options.
With its new AI engine, Dia understands free-form text, enabling it to grasp everyday phrasing and provide accurate responses. It now has access to data on order status, delivery tracking, returns, and refunds, offering real-time support tailored to each user’s needs.
70% of inquiries handled without human intervention
Over the past few weeks, Dia has processed tens of thousands of customer requests, and internal statistics show that it can now resolve about 70% of all incoming online inquiries independently, using its knowledge base and eMAG’s internal systems.
We’re constantly exploring how to respond to customer inquiries faster and more accurately. Our goal is to increase the chatbot’s autonomous resolution rate to 75% through continuous training and fine-tuning
Kinga Daradics, Managing Director of eMAG Hungary
Human support still available – when needed
When a request is too complex or falls outside Dia’s capabilities, the chatbot seamlessly escalates the conversation to a human customer support agent. Importantly, the transition happens within the same chat window, providing a uninterrupted experience for the customer.
