Ricoh Latin America integrates conversational AI in its digital channels
Ricoh Latin America announces the integration of conversational Artificial Intelligence (AI) technology (ChatGPT) on its website to provide an immersive and consultative experience to customers interacting through this digital channel. As part of its digital transformation and as a digital services company, Ricoh aims to execute projects throughout the year that automate and streamline its processes and customer service points.
In this modernization and automation project, Ricoh Latin America's website now includes an AI-powered search engine that provides expanded content results for better navigation. On the other hand, a conversational AI chatbot was integrated to offer fast personalized attention, creating conversations according to the specific needs of each user based on their location (country). In this way, the AI provides specific product and solution recommendations, automatically adapting to the customer's style and preferences in 3 native languages (Spanish, English and Portuguese).
The chatbot guides users based on their business requirements, and by being connected to Ricoh e-business, the company's self-service e-commerce platform, customers can finalize the purchase on the same site, providing an integrated shopping journey and shopping experience. For example, if a customer inquires about a technical problem, the chatbot can generate specific instructions based on the customer's device, and operating system, providing a solution best suited to their needs.
"In our mission to support our customers in accelerating digital adoption, at Ricoh we are constantly innovating with internal digital transformation projects that automate and maximize the technology that is available today. This AI-enabled web modernization is part of this digital journey. We are aware that customers have changed the way they interact with companies. They want digital channels, both for customer service and shopping, that are agile and with which they can have true personalized interactions, with a high user experience. We will continue to innovate to provide the best service to all customers in the region," explains Kristal Piccolo, Marketing Director, Ricoh Latin America.