The share of marketplaces with embedded chatbots reached 75%
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Marketplaces are ahead of other retail market segments in introducing chatbots to communicate with customers – 75% of such companies have them. In second place with a share of 54% were pharmacies, and in third with 38% – retail chains that sell cosmetics, according to a study by Naumen. The document is at the disposal of Vedomosti, its authenticity was confirmed by Valeria Chizhikova, head of customer service research at the company.
The study was conducted from March 30 to May 18, 2023 and covered 120 retail chains, online stores and marketplaces from the rating of the InfoLine analytical company for 2021. The leaders of the rating then included X5 Group (Pyaterochka, Perekrestok, Chizhik), Magnit (Magnit, Magnit Cosmetics, etc.), Mercury Retail Group (Red & White, Bristol, Victoria), Wildberries, DNS and M.Video El Dorado”.
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