IBM Watson Assistant artificial intelligence supports complaint handling at Black Red White

At the end of 2020, Black Red White S.A., with the support of Unima 2000, launched an intelligent UniChatbot to support the process of receiving complaints. It is available on the company portal at: https://www.brw.pl/zwroty-zgloszenia/

UniChatbot's operation is based on IBM's Watson Assistant artificial intelligence engine and the Comm100 interface.

IBM Watson Assistant acts as an intelligent assistant simulating natural conversation between people. It engages in dialogues with customers in natural language using machine learning mechanisms. Watson Assistant recognizes the caller's intention, learns from past conversations, identifies intentions, and does not rely on the developer-defined rules which are not scalable and complicate the solution in complex environments.

Functionality

UniChatbot allows Black Red White’s customers to efficiently file complaints 24 hours a day. The system collects the necessary information for processing complaints including the personal and contact details of the complainant, order or receipt number, a description of the reported problem, and verifies the correctness of the given order number and much more.‍

"Unima 2000's UniChatbot, prepared for us by Unima 2000, allows Black Red White’s customers to submit complaints without time limitations, 24 hours a day.  The chatbot collects the information necessary to accept a complaint, allows you to attach photos, provides parameterized responses, and sends confirmations of submissions in a structured and clear form. It has a user-friendly interface and is a flexible tool that allows a rapid development comments Ms. Monika Kaczmarek - Manager of the Customer Relationship Management Department.

Unlike simple chatbots, UniChatbot correctly answers most customer complaint questions asked in natural language. It understands the intent of the person asking the questions, maintains the context of the conversation, forgives typos, and gives parameterized responses. It ensures a conversation flow adapted to humans.. Its configuration is strictly dependent on the process it is meant to perform. The standard version requires adding business logic and sample questions and answers it will handle.‍

UniChatbot also provides information about the opening hours of Black Red White stores and the status of complaints.

Unichatbot interface

UniChatbot is not only intelligent but also, thanks to the Comm100 interface, it has an elegant, clear interface that is tailored to the look and color scheme of Black Red White's website.

Once the conversation with the bot is concluded, the entire content of the conversation, including attachments, is sent to the designated email address of the complaint department.

The interview ends with a survey that collects customer ratings and feedback. This is the easiest and most accurate picture of how customers perceive the ease of usingUnichatbot.

The Comm100 interface used in the UniChatbot solution additionally provides a set of tools that improve the quality of service.  It allows real-time monitoring of customer visits to Black Red White's website, providing information about visitors, such as the currently browsed page, navigation behavior, geographic location, chat history, chat duration. It also informs about the sites through which the customer accessed the Black Red White website.

Results :

Black Red White's Unichatbot, in the first two months of use, correctly accepted 100% of reported complaints, delivered accurate answers to 100% of questions regarding store openings, and provided 100% of correct responses concerning  the status of complaints.

The Unima 2000 team, which takes care of Unichatbot's continuous training, places great emphasis on making sure it responds in a manner as close as possible to the responses provided by the customer service department employee.

BLACK RED WHITE COMPANY INFORMATION.

Black Red White is Poland's largest furniture group, a manufacturer and distributor of furniture and home furnishings with an approximate 20% share of the Polish market in terms of sales value. It has been offering customers an extensive range of its products for more than three decades. Its wide assortment, diverse designs and competitive prices have made Black Red White one of the most well-known and respected Polish brands since its inception.

GROUP

The Capital Group comprises BLACK RED WHITE S.A. and 18 subsidiaries, including 8 Polish and 10 foreign entities. Manufacturing activities for Black Red White are carried out at 19 production facilities. The Group has factories equipped with modern machinery parks, its own transportation, logistics, and warehouses. The total warehouse space is 160,000 sqm.

SALES NETWORK

Black Red White's range of furniture and accessories can be found in furniture showrooms throughout Poland. The showrooms are located in the country's largest cities, as well as small towns. The brand sells its products in more than 70 showrooms and many partner outlets. The brand's 13 largest stores are located in Wroclaw, Lodz, Warsaw, Zabrze, Będzin, Chorzow, Bydgoszcz, Gdansk, Lublin, Poznan, Rzeszow and Krakow. The manufacturer's assortment is also available in multi-brand retail outlets.  

Black Red White's offer is present in many foreign markets. The products of the Polish manufacturer can be found in such countries as the United States, Spain, the Netherlands, Belgium, the Czech Republic, Slovakia, Slovenia, Hungary, the United Kingdom, among others.