The M.video-Eldorado network has completed the implementation of a neural network that facilitates communication between sales consultants and buyers, the company said. Artificial intelligence (AI) will answer those questions of buyers that caused difficulties for consultants, as well as help employees in organizational processes, says Dmitry Marykin, who is responsible for retail processes at M.video-Eldorado: “Sometimes it is difficult for a seller to navigate the questions , which he does not decide on a daily basis: where to repair the equipment, how to get a refund for the product in cash, if you paid by card, is it possible to pay for the product with bonus points if it is sold at a discount, etc. “
It can take up to 15 minutes to find an answer to individual customer questions, in some cases – several hours, Marykin admits, and AI will find most of the answers in seconds. The M.video-Eldorado chain now has more than 1,100 stores with over 28,000 employees. “Discounts, promotions, new technologies and services are constantly appearing in the retail network – often an employee may simply not track all these changes,” says Marykin.