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___ Case Study

Drone Retailer Automates 73% of Conversations on E-Commerce Site With Generative AI Customer Solution

Header image GetFPV
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GetFPV logo
iadvize logo

Leading retailer of first person view drones, GetFPV, has been a valued iAdvize customer since 2019, but their generative AI journey began recently. In early September 2023, they implemented Trusted Generative AI on their e-commerce website to help shoppers navigate their highly specialized product offerings. This strategic decision has since decreased the workload for their independent product experts, making them available to handle more complex cases, and driven substantial cost savings for their customer service operations. 

 

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CHALLENGES

Ensure A Premium Customer Experience & Drive Cost Savings Without Compromising Quality

GetFPV's diverse customer base, ranging from hobbyists to professional drone pilots, presents unique challenges for the brand. Their customers often have detailed, technical questions when browsing the website, requiring precise and comprehensive responses. Their traditional AI bots (NLU) struggled with these specialized requests, highlighting the brand’s need to transition to a more advanced solution. Their core concerns that eventually led to the adoption of generative AI were finding ways of maintaining high customer satisfaction while scaling their level of response accuracy, and reducing average handling time.

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Response Quality
Quickly respond to commonly asked questions and provide detailed answers to complex product-related inquiries.
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Customer Satisfaction
Maintain the brand’s high customer satisfaction score.
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Ticket Reduction
Streamline low-impact interactions, reducing volume to independent product experts.
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SOLUTIONS

Deploy Trusted Generative AI Chatbots for Shopper & Agent Support on the GetFPV Site 

Deploying a generative AI-powered copilot on a website is easy—there’s no longer a need for maintaining and updating huge intent libraries and databases, like first-generation NLU bots require. GetFPV experienced this seamless, straightforward process during their integration of iAdvize Copilot™ for Shoppers across their e-commerce website. Within 10 days, the AI shopping assistant was set up and entered its testing phase. One week later, the brand fully deployed the solution on all product pages. This began with GetFPV using a simple, secure connection linking iAdvize to their existing Google product feed, followed by closely monitoring KPIs to assess the initial impact. Now that the generative AI copilots are up and running, they’re seeing the benefits for their customers and product experts.

GetFPV also deployed iAdvize Copilot™ for Agents, the agent-focused part of the solution that augments the brand’s customer service representatives and on-demand product experts with generative AI when responding to customer requests. This AI helps them reply to customer requests faster and more efficiently through features like answer suggestions and quick product information location.
Accurate, Reliable, and Secure Product Information

Accurate, Reliable, and Secure Product Information

 

iAdvize Copilot™ comes with enhanced data protection measures, complies with all data privacy laws like GDPR and CCPA, and only pulls from the brand's product catalog. This means that GetFPV customers always receive reliable, up-to-date responses, and there's no risk of the AI 'hallucinating'.

High-Quality Responses to Site Visitor Inquiries 24/7 

High-Quality Responses to Site Visitor Inquiries 24/7

 

When a GetFPV.com visitor's request is more common or recurring, it can be resolved autonomously by the AI assistant. iAdvize Copilot™ for Shoppers uses advanced natural language generation technology to respond, which allows the brand to scale their ability to provide quality answers.

Enhanced Assistance for Customer Service

Enhanced Assistance for Customer Service

 

iAdvize Copilot™ for Agents helps GetFPV augment the performance of their on-demand product experts. While the Copilot™ for Shoppers streamlines the pre-sales experience, the Copilot™ for Agents acts as a personal AI assistant to help experts respond to customers with accurate information.

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Now that we’ve got AI involved, it’s a game changer. In a very short period of time, we’ve seen 73% of questions answered autonomously by the iAdvize Copilot™ for Shoppers.
Sean Pontzer
Customer Service Manager at GetFPV
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RESULTS

A Transformative Generative AI Solution Boosting Customer Satisfaction

GetFPV’s integration of iAdvize Copilot™ led to immediate positive outcomes for the brand, including increased conversions and significant cost-savings in customer service.
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94%
CSAT on conversations assisted by our iAdvize Copilot™ for Agents
📈
5x
higher CVR post-conversation with iAdvize Copilot™ for Shoppers vs. when not engaging with the iAdvize shopping assistant
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73%
automation rate by iAdvize Copilot™ for Shoppers
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Our experts give amazing answers, but with the addition of a generative AI bot, there’s no turning back.
Sean Pontzer
Sean Pontzer
Customer Service Manager at GetFPV