"Ribbon" took electronic "Galya" to work in all stores

2020

Run Set Galya chat bots in all hypermarkets and supermarkets in the chain

On June 24, 2021, the Lenta retail chain announced the scaling up of a project to accelerate customer service. Chat-botSet Galya has earned in all hypermarkets and supermarkets of the retail chain.

Set Galya chatbot allows you to delete an item, change its quantity, or cancel the last item in the check without the participation of a senior cashier. It receives the generated request in the application from the cash system and confirms the operation with one click of the button. It takes no more than 20 seconds.

According to Ribbon estimates, the solution saves about 60 hours of working time in one hypermarket per month, as well as six times faster processing of requests from the cash desk.

Using chat bots improves the quality of service: the buyer spends a minimum of time making a purchase and contacts fewer employees.

Employees of the Ribbon cash lines also assessed the solution interface and the speed of the usual process in electronic form. The company provided SIM cards and antivandal phones for employees of all stores.

The Set Galya chatbot was developed by CSI with the participation of the Center for Innovation and the Ribbon IT division. The company began piloting the project in March 2020.

Extension of Set Galya application to 9 more stores

On June 10, 2020, Lenta, one of Russia's retail chains, announced the expansion of a project to accelerate customer service. Set Galya chatbot will work in ten stores of the chain.

Tape will continue to use Set Galya chat bots to work with privileged checkout operations and will expand the pilot project to 10 stores. In the first "pilot" hypermarket, the chat bot helped cashiers for 2 months: according to the results of the efficiency assessment, the processing of requests from the cash desk accelerated by 6 times, and time savings amounted to 60 hours per month.

Set Galya allows cashiers to perform transactions that previously required the personal participation of a senior cashier: removing items from a check, canceling a position and changing the number of purchases. The senior cashier receives a formed request from the cash register system through a chat bot - and confirms the operation with one click of the button.

The pilot project took place in the LENTA hypermarket on Obukhov Defense Avenue in St. Petersburg, where more than 4,000 preferred operations per month are carried out at cash desks. Speed measurements were made for each operation.

The use of chat bots improves the quality of service: the buyer spends a minimum of time making a purchase and contacts fewer employees, which is especially relevant in the current situation. Employees of the TAPE cash lines also assessed the solution interface and the speed of the usual process in electronic form.

The results of the pilot project confirmed the effectiveness of working with privileged cash transactions through chat bots. With Galya, we release from 60 hours per month in one hypermarket - this is a noticeable acceleration in customer service and great savings in the resources of our employees. We are constantly working to optimize the usual processes at the expense of technology, we save for the customers of "RIBBON" the time spent in the store. Customers value the level of service and choose "TAPE" for daily purchases. Continuing and scaling the pilot project, we will check the results in other stores of the network, "commented Olga Karaeva, Director of Innovation of LENTA.

Set Galya chatbot was developed by CSI with the participation of the Center for the Development of Innovation and IT Division "RIBBON."

Set Galya testing in St. Petersburg store

On March 30, 2020, Lenta announced the launch of a business process that will accelerate privileged operations at the cash desk.

ChatbotSet Galya was developed by CSI with the participation of the Center for the Development of Innovation and IT Division "RIBBON." Galya will allow cashiers to remove goods from the check, cancel the last position and change the number of purchases without the personal participation of the senior cashier - through a chat bot in Telegram, he will receive an automatically generated request with accurate data from the cash system and one click of the button will give permission for the operation.

Telegram bot Set Galya will speed up customer service at the cash register: they will no longer have to wait for the senior cashier to fit and adjust the data in the check. We expect this business process to help reduce queues, increase store throughput during peak hours, and increase customer loyalty. In addition, Set Galya will also make it easier for employees: cashiers will be less likely to encounter customer dissatisfaction, and senior staff will be able to save work time for other important tasks, commented on the director of innovation "LENTA" Olga Karaeva

Gali testing takes place in the LENTA hypermarket on Obukhov Defense Avenue in St. Petersburg. The pilot project will last two months, after which the company will evaluate its effectiveness and decide on the further extension of the business process to other stores.