July 23, 2009, 12:00 AM

Automated online agents boost sales revenue by 25% at PetCareRx.com

Based on artificial intelligence, UpSellit’s SmartAgent chat technology serves up messaging to reduce abandonment and save sales.

Paul Demery

Managing Editor, B2B E-commerce

PetCareRx.com has lifted conversions by 8% to 10% for site visitors who were exposed to artificial intelligence-based chat marketing technology from vendor UpSellit, the online pet pharmacy retailer reports. The uplift in conversions drove a 25% increase in sales revenue from those consumers within 90 days of implementing the technology, which is called SmartAgent.

SmartAgent kicks in to present messaging on the site after a shopper has made a move to abandon the online sales process. The messaging offers to answer customer questions and concerns, or it can offer incentives such as a discount or free shipping to save the sale, the vendor says. Using artificial intelligence methodology, the automated chat solution draws from the retailer’s FAQs and knowledge base to answer questions and present the appropriate, relevant messaging, based on where the shopper is in the process.

“This technology has proved so successful in reducing abandonment and increasing sales it is currently being exposed to more and more traffic,” says Natalie Bonacasa, PetCareRx marketing manager.

Collectively, online marketers using SmartAgent have saved almost 2.5 million sales and more than $180 million in revenue, according to the vendor.

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