Alibaba's Customer-Service Bot Gets Upgrade Ahead of 11.11 Alizila.com

The leather shoes you've ordered are now out-of-stock. Would you like me to find you another pair?" "Can you get me the brown instead…No, black." Black is easier to pair with other colors." The Chinese e-commerce giant introduced new upgrades to the bot, including 24/7 automated customer support, stronger predictive analytics to forecast what users might ask next, greater scalability for peak demand and small nudges to facilitate shopping decisions, such as reminders about discount vouchers on offer to consumers. Alibaba said the newly upgraded bot can help merchants cut up to half of their previous call-center costs, as well as feature a "warmer touch," allowing the bot to converse more naturally thanks to human-computer interaction technologies.