UPDATE: Best Buy confirmed in a statement that a number of customers may have had their payment information compromised during the 7.ai payment breach.
Best Buy has not revealed the number of potential customers affected by the breach, indicating “a small fraction of our overall online customer population could have been caught up in this 7.ai incident, whether or not they used the chat function.”
Sears confirmed that one of its customer support services experienced a security incident in fall 2017 that may have exposed credit card information of nearly 100,000 Sears customers. The incident also affected Delta Airlines consumers.
7.ai, an AI-powered chatbot platform that provides online support services to Sears and Kmart, notified Sears of the breach in mid-March 2017, the retailer revealed in a blog post. Sears immediately notified the credit card companies to prevent potential fraud, and launched an investigation with federal law enforcement authorities, banking partners and IT security firms.
Continue reading “Data Breach At Chatbot Service Potentially Affects 100,000 Sears Consumers”
The Mall of America has made it easier to navigate and shop its 5.6 million-square-foot space during the holidays, with the launch of a new, AI-powered chatbot in partnership with Satisfi Labs. Customers can interact with the bot on the Mall of America web site, mobile app, Facebook page and even as an Amazon Alexa skill.
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If 2016 was the year chatbots entered the retail scene, then 2017 will be the year brands will start to realize real business results from the technology, through increased sales, conversion rates or customer loyalty. When deploying chatbots as part of an overall business strategy, retailers should consider the following three points:
Chatbot experiences must be consistent across all channels;
Advanced customer data analysis is necessary to build contextual conversations; and
Human representatives remain a vital component of the customer service process and are still needed to communicate with consumers effectively.
Continue reading “2017: The Year Of The Chatbot”
LiveWorld has launched chatbot management software for Facebook Messenger, designed to enable chatbots to automatically hand off consumer interactions to live human agents when necessary.
Retailers can conduct one-on-one conversations with customers in real time across marketing and customer service, with integration support for CRM and help desk applications.
Continue reading “LiveWorld Launches Chatbot Management For Facebook Messenger”