AI-automation of the goods return process
When a customer wants to return a product, the bot immediately explains the conditions and creates a checklist or printable file. This reduces the number of support calls and improves brand image. The system automatically checks return conditions, generates personalised instructions and necessary documents, ensuring a simple and fast process for customers. Integration with CRM and warehouse systems for full automation.
Handling returns is one of the most problematic aspects of e-commerce. According to statistics, on average, 30% of goods purchased online are returned, and in certain categories (clothing, footwear) this figure reaches 40-45%. At the same time, each return is accompanied by an average of 2-3 calls to the customer service, which creates a significant burden on staff and leads to delays in processing requests. Research shows that 92% of customers will return to a store if the return process is simple and convenient, while 79% of customers will refuse to make repeat purchases after a difficult return experience.
Our AI Returns Assistance service implements an intelligent system that automates the entire return processing process, from the initial customer request to the creation of the necessary documentation. The AI bot instantly responds to the customer's request for a return, explains the current terms and conditions and returns policy, generates a personalised checklist for a specific product, generates the necessary documents for printing and provides detailed instructions on how to proceed.
Technologically, the solution is based on advanced tools:
- GPT-4 - the most advanced language model for natural customer communication
- Flowise - a platform for creating automated workflows
- Langchain - a framework for the development of applications based on language models
How the system works:
- The customer initiates a return request via the website, mobile application, or messenger
- The AI system identifies the order and checks whether it meets the return conditions
- The bot explains to the customer the current return conditions for a particular product (terms, product condition, and packaging)
- The system generates a personalised checklist to prepare the goods for return
- The customer receives ready-to-print documents (return application, parcel labelling)
- AI assistant provides clear instructions on the method and address of return
- The system automatically creates a request in CRM and informs the relevant employees
The system also monitors the status of the return and proactively informs the customer about the progress of the process: confirmation of receipt of the goods, checking the status, initiating a refund.
The solution is suitable for:
- Online stores with a large number of returns
- Marketplaces with different product categories and return policies
- Multi-brand stores with different return policies for different manufacturers
- Businesses seeking to optimise operating costs
- Companies focused on improving customer satisfaction
Key benefits of AI returns assistance for businesses and customers
Implementation of an automated returns processing system provides significant benefits for all parties involved in the process:
Reduced workload for the support team. According to our customers, the implementation of an AI system reduces the number of requests to the support service for returns by 75-85%. This allows you to reallocate resources to solve more complex customer requests.
Saving operating costs. Automation of the returns processing process reduces the associated costs by 60-70%. For an online store with 1,000 returns per month, the savings are on average UAH 150-200 thousand per month.
Speeding up the return processing process. Customers receive an instant response to their return request and all the necessary instructions, which reduces the processing time from 2-3 days to a few minutes. This significantly improves customer satisfaction, even in the case of a return.
Increase customer loyalty. A simple and straightforward return process increases the likelihood of repeat purchases by 45-60%. According to research, 95% of customers are ready to buy again from a brand that has provided a hassle-free return.
Reducing the number of errors. The automated system guarantees 100% accuracy in providing information on return conditions and creating documentation, which eliminates problems associated with the human factor.
Analytics and insights. The system provides detailed analytics on the reasons for returns, problematic products and categories, which allows us to identify and eliminate systemic problems. Our clients report a 15-25% reduction in the overall level of returns after implementing such optimisations.
Scalability of the solution. The system processes both 10 and 10,000 returns per day equally efficiently without the need to increase support staff during seasonal peaks.
Why choose digiants.agency to implement AI-assisted returns
The digiants.agency team has unique expertise in automating e-commerce business processes using AI technologies. Our approach to the implementation of a return processing system has the following advantages:
Individual adaptation to your business. We customise the system to the specifics of your business, product categories, and legal requirements. The bot takes into account the peculiarities of the return policy for different categories of goods, seasonal promotions, and special conditions for different customer groups.
Omnichannel integration. Our solution works on all customer interaction platforms: website, mobile app, messengers (Telegram, Viber, WhatsApp), social networks, and email, providing a single standard of service.
Deep integration with your systems. We integrate the AI system with your CRM, ERP, warehouse management, and logistics systems to ensure a seamless returns processing process. This ensures that all systems are automatically updated and all process participants are informed in a timely manner.
Continuous improvement. The system is constantly learning based on new interactions and feedback from customers, constantly improving the quality and accuracy of request processing. We regularly update our algorithms in line with changes in legislation and returns policy.
Transparent analytics. We provide a detailed analytical dashboard that demonstrates system efficiency, resource savings, customer satisfaction, and other key metrics. You always know the exact ROI of the system implementation.
Proven efficiency. Our customers report a 65-75% reduction in operating costs for processing returns and a 25-35% increase in customer satisfaction score (CSAT) after implementing the system. The average project payback period is 3-4 months.
Ready to turn your returns process from a problem into a competitive advantage? Contact us to demonstrate the capabilities of an AI returns processing system using your business as an example. We offer a pilot project for one category of goods for free so that you can evaluate the effectiveness of the solution on real data.
