DTC brands are using hybrid chatbots for customer service Modern Retail

These solutions are especially popular with digitally native brands, which rely on more personalized customer interactions, figuring out a seamless way to handle customer service inquiries at scale, instant message technology that's complemented with some AI bot functionality has become a more popular choice. These companies receive a bunch of inbound website traffic because of the very nature of the direct-to-consumer business, and have found the increasing need to have a chat interface to answer customer questions. But instead of relying on the old AI-only models, they are using a variety of technology to better and more personally answer inquiries and lead clients on their purchase journey. For a DTC brand like Brooklinen, seamless customer service interactions are of the utmost importance. According to Jack Lorentzen, a customer experience manager for the bedding brand, the most important aspect of live chat is that customers are never talking to voiceless machines.