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Established 1996
Wednesday 20 March 2019



Doddle launches Facebook chatbot for returns

Written by Chris Lemmon

Click and Collect firm Doddle has launched a Facebook chatbot to make the returns process easier for customers.

The chatbot uses artificial intelligence to ask customers for one or more pieces of data related to their return, reducing the time a customer needs to spend in-store handing over the parcels to a member of staff.

Upon opening the conversation with Doddle on Facebook Messenger, customers are asked to enter responses to the chatbot’s questions such as: which retailer they are returning the item to, their order number, email address, or preferred Doddle location.

A QR code is produced that is scanned when the customer visits a Doddle location to drop off the parcel. The information provided by the customer is shared with the retailer in real-time to provide them with advance notice of products coming back into the supply chain.

Once the QR code has been scanned in-store the customer will be sent the full tracking information through Facebook Messenger to monitor the progress of the parcel’s journey.

Doddle’s chief technology officer, Gary O’Connor, said: “Engaging customers on a platform they are already using as part of their everyday interactions removes some of the hurdles to completing a return quickly. Through AI we can reduce some of the manual work teams in store have to complete and instead allow them to focus on delivering a great customer experience.”

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