Very.co.uk AI chatbot becomes dominant customer service channel

Very Assistant, Very.co.uk’s artificial intelligence-powered chatbot, has become the pureplay’s largest customer service channel.

Previously only available via the app, it now answers 268,000 customer queries a month, having been launched on the Very website in September 2020.

Very Assistant helps people with the likes of tracking orders, changing account details, and reminding them of their next account payment date.

Let's be kids! Introduce your baby to numbers, letters and everyday fun with Fisher-Price toys! > https://t.co/TxRA6v4dnd pic.twitter.com/cWDoJPXbJS
— Very (@verynetwork) May 25, 2021

Very says that, as a result of the chatbot deployment, as well as its focus on increasing online tools for customers to self-serve, it has seen inbound customer service contact reduce by 23% year-on-year.

Mark Billingham, Customer Care Director at The Very Group, which operates Very, says: “Our customers love the convenience of the chatbot. It’s always accessible, helpful for a wide range of service queries, and means many of our customers don’t need to contact us.”

“With more customer service questions being answered by our chatbot, our advisors are focusing on dealing with the more complex queries over the phone. This has helped us as we’ve seen customer numbers grow over the last 12 months.”

He concludes: “Because the chatbot is powered by artificial intelligence, it learns and becomes more effective every time it interacts with our customers. It’s one of the ways we’re investing to improve the digital experience for our 4.5 million customers.”