The use of artificial intelligence-based chatbot technology is considered to be able to help sellers in managing their stores, especially during the online shopping season.

“Building an online store certainly has many challenges. "Customer service is one of the factors that determines the performance of an online store, and we understand that it is not easy to serve customers quickly," said Lazada Indonesia Executive Director and Chief Customer Officer Ferry Kusnowo in a press release received in Jakarta, Wednesday.

Lazada Indonesia, which has just launched the Lazada IM Shop Assistant or LISA chatbot, sees that as the online shop business develops, more and more customers are asking questions, which often makes sellers overwhelmed.

The owner of the Senzamor Kids online shop, Hafiz Anugrah Marsya, said that there are times when he has difficulty allocating time to be ready to serve consumer questions and manage incoming orders, especially if he doesn't have an admin. It is not uncommon for consumers to call at night because they only have time to shop online at that time.

“So yes, we will try to respond promptly. "Moreover, this will also affect the performance of my shop," said Hafiz.

After using the chatbot, Hafiz admitted that he felt helped because the machine could answer consumer questions so that sellers could focus on managing the shop. The chatbot will direct consumers to the store admin when questions are unique or complex.

"I can focus more on organizing the shop, managing stock, and fulfilling customer orders without fear of my shop's performance decreasing because I forget or take a long time to reply to incoming chats," said Hafiz.

He also believes that chatbots help manage online stores more efficiently, especially during online shopping campaigns or promotional seasons, when a lot of inquiries come in.

“We can focus more on sales without having to worry about the risk of losing chats. "Sales become more efficient and customers feel satisfied," said Hafiz.

If a customer is satisfied with a shop's service, he tends to become a loyal customer of that shop. The use of chatbots can help sellers improve service to consumers, strengthen store and brand presence so that business can continue to grow.