Amazon India this week announced the launch of their Automated Messaging Assistant in Hindi. With the launch of the automated Hindi assistant, millions of customers who prefer the popular regional language can now get their queries resolved without even connecting with an associate.
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The Automated Assistant is a chatbot powered by Amazon’s customer service-tuned artificial intelligence platform, leveraging Machine Learning and Natural Language Processing capabilities, enabling a seamless and friendly conversational experience for customers. The conversation happens right inside the messaging window where the customer can naturally interact just as they would with a human and the bot seamlessly transitions to a human assistant within the same window, whenever necessary.
With this launch, Amazon India aims to break the language barrier and provide a hassle-free support service to customers. The company is now enabling millions of Hindi speaking customers in the country who prefer to interact with Amazon’s automated messaging assistant in the language of their choice. With the launch of the automated assistant in Hindi, Amazon is taking the next step towards enhancing its customer service experience for Indian customers.
“When customers interact with the Automated Assistant, it first predicts the most likely issue they are trying to contact us for, post which customers can ask questions related to their issue and receive faster resolutions. By offering the Automated Assistant in Hindi, we are taking a big step towards localising our post-order experience for Indian customers,” said Akshay Prabhu, Director, Customer Service, Amazon India in a statement. “The new chat assistant in Hindi underlines our commitment to serving the next 100 million Indians to discover and shop with Amazon. We also see opportunities for scaling the messaging assistant as a contact channel —to increasingly resolving issues before a customer service associate is even involved.”
At launch, the Hindi chat experience is available on the Amazon’s Android app.