B&Q trials use of avatars for customer DIY queries
Published: 30 August 2016
B&Q is reportedly trialing the use of avatars, controlled in real time by in-customer assistants, to answer customer queries.
Named the iB&Q trial, each avatar has an 'i' name matched to their human counterpoints, ie, Megan Peters in B&Q Wallasey controls the avatar 'i-Megan'.
According to Retail Week, the trial is supported by customer assistants from 300 stores. It comes following research from the DIY retail giant, which found that 70% of people were reluctant to seek DIY advice, with 26% preferring to go online than consult a person.
Of that 70%, 17% said they felt they could manage on their own, 29% were too embarrassed to ask and 24% did not want to impose.
B&Q customer and marketing director Richard Sherwood said: "Some customers may be nervous about asking for advice, but help is always at hand at B&Q.
"Whether you're planning a project, buying your tools or materials, or needing a bit of guidance during your home improvement, our colleagues can help you in person, online, and from other new technologies in the near future."