Ralf Ringer introduces generative neural networks to work with feedback on marketplaces

2023: Automating customer feedback responses on marketplaces

Russian shoe manufacturer Ralf Ringer has automated responses to customer reviews on marketplaces using YandexGPT technology. The solution can process several tens of thousands of questions and feedback per month, representatives of Ralf Ringer said on December 5, 2023. The project was implemented on the basis of the Smart-Reply.AI service to automate client service.

Smart-Reply.AI smart service allows you to answer customer questions about Ralf Ringer products in a few minutes. Using YandexGPT, the solution automatically analyzes the text of the request, determines its tone, theme, context, and is enriched with product data. Further, the generative neural network as part of the solution forms a response and publishes it on the marketplace. In situations where verification is required, the answer waits for manager moderation.

As a result of the project, Ralf Ringer reduced the burden on employees of the customer support department by half and improved the quality of responses.

In the near future, Ralf Ringer plans to expand the functionality of AI, training it on specific data and shoe parameters. This will allow you to automatically answer a wider range of questions related to the company's products. For example, the solution will be able to answer questions about shoe care, temperature conditions, sole sliding.

"The introduction of artificial intelligence into the customer service process is not just following technological trends, it is a strategic step towards improving the quality and efficiency of our service," says Yury Vorobyov, executive director of Ralf Ringer. - We strive not only to satisfy, but also to exceed the expectations of our customers, and thanks to new technologies we will make our products even more accessible and understandable for customers. It is important for us not just to sell shoes, but to provide a high-end service that makes shopping at Ralf Ringer a pleasant and easy experience. "

"Before our eyes, the revolution of generative neural networks is moving into a practical plane. Turning AI capabilities into business value is not an easy task, but thanks to our clients and partners it is feasible, "said Vera Blagoveshchenskaya, founder of the Smart-Reply.AI.