In the latest sign that Lidl is increasingly leveraging the skills of its Lidl-Digital arm, the discounter has added a chatbot called ‘LiA’ to its German Facebook page. The Facebook Messenger bot, Lidl says, can provide information about opening times, online order status, promotions or career opportunities. The advantage of this is that customer service can be offered 24/7 with the bot accessing a knowledge database to retrieve answers shoppers want.
The bot will develop the more it is accessed as machine-learning hones its skills over time. At present, more complex queries will still require human intervention either via phone or email. In the UK, Lidl has been using a chatbot to dispense wine advice via its website for over a year.
Source: Lebensmittel Zeitung