Apr 13, 2021

Jessica Paige 13 April 2021 (Last Updated April 13th, 2021 11:07) Retail Insight Network spoke with Sean Sherwin-Smith to find out how HelloDone’s AI is improving consumer experience and deliveries for disabled consumers. “A lot of websites these days are copy and paste, there’s not a lot of thought about customer experience and especially the disabled customer experience.” Share Article Last week, artificial intelligence (AI) platform HelloDone partnered with delivery company DHL Parcel UK to improve deliveries from retailers to consumers with disabilities. Under the new partnership, DHL will connect order tracking numbers with HelloDone’s AI, which integrates messaging apps WhatsApp and Facebook Messenger to help customers easily ask the retailer Frequently Asked Questions (FAQ). Included in the options consumers can ask HelloDone’s AI is ‘Just a Minute’ (JAM), a feature that will alert drivers that they may need to wait longer than usual at the drop off point so that disabled customers have time to get to their door. Retail Insight Network spoke with HelloDone general manager of post-purchase Sean Sherwin-Smith to find out more about the deal and how HelloDone’s AI is improving consumer experience and deliveries for disabled consumers. Jessica Paige: Could you tell me a little about your company and the work you do? Sean Sherwin-Smith: We are a platform that sits between the retailers, the carriers, and consumers. We simplify the journeys that would be normally quite high friction of the consumer because they’re usually jumping between website and app, so they can go from a retailer’s app, or website to a carrier’s app, or to a carrier’s website. Consumers have been migrating during the pandemic to things like WhatsApp and Messenger, so what we do is move that post-purchase journey into that space. Through our technology, you can ask the retailer general FAQs through these apps which will be answered by AI and may eventually go through to a person if the AI is unable to help. Unlike a lot of assistive technologies these days that are sold to the disabled consumer , we sell directly to the retailer. The consumer doesn’t pay anything. For example, a customer of ours is the fashion retailer Quiz. If I bought something from Quiz, I would get an order confirmation via Messenger if I opted into Messenger and through email if I didn’t with a link to the Quiz Messenger channel. If I wanted to track a parcel or talk about ethical policy, I could go to the Quiz Messenger channel where our AI would assist with any questions. If the questions are too complex, it’s handed over to a human agent. Thematic Reports Are you worried about the pace of innovation in your industry? GlobalData's TMT Themes 2021 Report tells you everything you need to know about disruptive tech themes and which companies are best placed to help you digitally transform your business.