NAP

• 6 million women shop and browse pages of the site each month
• A highly engaged loyal audience with 85 million monthly page views
• 8.7 million items stocked worldwide and over 7 million orders shipped
• 3.4 million followers on social media

As YOOX NET-A-PORTER GROUP has such diverse and extensive business areas, our client and our team will focus only on NET-A-PORTER, which provides online retail services targetted at women.

Currently, NET-A-PORTER uses a third party tool that connect users to the customer support team through a live-person chat messenger.

However, customer support will only appear when a user triggers certain actions (looking for sizing details or struggling to complete the order) as it is operating by real people. Moreover, it will only appear when customer support is available, which means that there will be instances where not all customers have access to the chat messenger. The point is that a query not answered might result in the loss of a potential purchase/customer.

With our Customer Service Chatbot employing Natural Language Processing, Artificial Intelligence and Machine Learning, it will be able to answer most of the customers’ queries.

It will act as a filter between the customers and human fashion advisors, who are on-site NET-A-PORTER employees.

This will allow NET-A-PORTER to better control and customise the customers’ experience on the website and analyse available query data to develop new business insights.