Enterprise chatbots in customer service. How do they differ from regular chatbots, and who implements them in retail and e-commerce?

For customer service directors, customer service managers, and service managers in retail, wholesale, and e-commerce companies, chatbots are increasingly becoming the front line of customer service, automating work and executing processes, not just answering simple questions.

As Comtrust experts point out, a well-designed and implemented enterprise-class chatbot can handle 50–70% of repetitive queries, and in selected processes, even close to 100%. For organizations, this means:

• shorter response times,
• higher CSAT and NPS,
• scalability without proportional team growth,
• measurable return on investment within 6–12 months.

What is an enterprise-class chatbot?

An enterprise chatbot is more than just a tool for FAQs and document searches. It’s a platform for automating customer service processes, integrated with key company systems and capable of handling real customer issues—from order statuses, through complaints, to B2B processes.

From a management perspective, the key distinguishing features of an enterprise chatbot include:

• deep integration with CRM, ERP, OMS, and sales systems,
• omnichannel (customer service across multiple channels simultaneously),
• security and compliance with the requirements of enterprise-class organizations,
• scalability while maintaining service quality,
• the ability to automate full customer service processes, not just responses.

Sinch Chatlayer – an enterprise-class chatbot for retail, wholesale, and e-commerce

Sinch Chatlayer is an enterprise-class chatbot platform designed for organizations serving thousands of customers monthly across multiple channels simultaneously.

Chatlayer’s key capabilities:

• Omnichannel: WhatsApp, Messenger, webchat, SMS, voice, phone, RCS,
• Advanced NLP and contextual conversations,
• Integration with CRM, ERP, OMS, and ticketing systems,
• Generative and conversational AI (GenAI and ConvAI),
• Full data control and enterprise-class security,
• Scalability without compromising quality,
• ISO 27001 certification.

As Comtrust experts emphasize, Chatlayer not only provides information but, above all, manages and automates service and sales processes.

Enterprise Chatbot vs. Standard Chatbot – Differences from the Customer Service Director’s Perspective

From a customer service management perspective, the differences are fundamental:

A standard chatbot:

• answers simple FAQs,
• operates primarily on the website,
• does not execute processes,
• is not integrated with company systems.

An enterprise chatbot:

• is the first line of service,
• executes processes (returns, complaints, order status, B2B support),
• integrates with CRM, ERP, OMS, and Contact Center,
• supports multiple channels,
• meets security and compliance requirements.

According to Comtrust, it’s system integration and process automation that distinguish enterprise solutions from simple bots.

Why do retail and e-commerce companies invest in enterprise chatbots?

In retail, wholesale, and e-commerce, customer service is one of the key areas of competitive advantage. The growing number of contacts and the expectation of immediate responses make automation a necessity.

The most common implementation goals observed by Comtrust:

• Reducing agent requests by 30–60%,
• Reducing response times from minutes to seconds,
• 24/7 customer service without increasing headcount,
• Automation of complaints and returns,
• Consistent customer experience across all channels,
• Supporting agents with quick access to knowledge.

Enterprise chatbot applications in retail, wholesale, and e-commerce

Who implements an enterprise chatbot?

Choosing the right technology is only part of the success. Choosing the right implementation partner is also very important. As Comtrust experts emphasize, your implementation partner:

• should understand customer service desk processes,
• can integrate the chatbot with company and omnichannel systems,
• designs an enterprise-scale architecture,
• can measure the real impact on costs and service quality.

Comtrust is a consulting and implementation company specializing in enterprise chatbots for retail, wholesale, and e-commerce. Comtrust’s experience shows that organizations achieve the greatest value when they treat chatbots as the first line of service, not just an add-on.

The scope of projects implemented by Comtrust includes:

• enterprise chatbot architecture design,
• LLM, NLP, ConvAI, and GenAI consulting,
• scenario design for real customer service desk processes,
• integration with CRM, ERP, OMS, and Contact Center,
• implementation of ROI, CSAT, and NPS metrics.

ROI – what really interests management?

For customer service management and directors, measurable results are key. According to Comtrust, the most frequently reported benefits include:

• reduction in the cost of handling a single ticket,
• increase in NPS and CSAT,
• better utilization of consultant skills,
• scalability without a proportional increase in costs,
• increase in the number of cases resolved without employee involvement.

As Comtrust experts point out, a noticeable reduction in team workload occurs within the first month of implementation, and the full return on investment typically occurs within 6–12 months.

Sinch Chatlayer is a solution designed for organizations that treat customer service as a strategic business area. Combined with Comtrust’s implementation expertise, this platform enables real customer service transformation in retail, wholesale, and e-commerce.

FAQ

Is Sinch Chatlayer suitable for large organizations?

Yes. It’s an enterprise-class chatbot platform, recommended for companies with complex customer service processes. It’s not just a bot for FAQs, browsing knowledge bases, and documents, but primarily for work automation and completing simple tasks.

Who implements Sinch Chatlayer in Poland?

Implementations are carried out by specialized partners, such as Comtrust, who combine technological competence with knowledge of customer service and service processes, as well as sales and marketing.

Does an enterprise chatbot replace consultants?

No. A chatbot handles repetitive queries, allowing consultants to focus on matters requiring knowledge and empathy.

What is a standard chatbot?

A standard chatbot most often handles simple queries such as FAQs, opening hours, or basic product information. It typically operates in a single channel (e.g., on a website), has limited understanding of the conversation context, and is not integrated with company systems, thus not implementing actual service processes.

What is an enterprise chatbot?

An enterprise chatbot is an enterprise-class platform designed to serve thousands of customers monthly across multiple channels simultaneously (webchat, WhatsApp, Messenger, SMS, voice). It integrates with CRM, ERP, OMS, and contact center systems, allowing it to check order status, handle returns, complaints, and B2B customers. As Comtrust experts emphasize, an enterprise chatbot is the first line of customer service, significantly reducing the workload of customer service teams, improving CX quality, and ensuring security, scalability, and a measurable return on investment.

What certification should an enterprise chatbot have? ISO?

ISO 27001 – The ISO 27001 certification confirms that an organization has implemented an effective Information Security Management System, based on risk analysis, protecting data (confidentiality, integrity, availability) from threats. It is an international standard encompassing people, processes, and technologies, building customer trust, ensuring GDPR compliance, and supporting continuous improvement in information security, regardless of the industry.

Example of an Enterprise Chatbot Implementation: Chatlayer

iFood is one of the largest online food delivery platforms in South America. It connects customers with their favorite restaurants through its website and mobile app, making food delivery easy and enjoyable. They implemented the AI-powered Chatlayer chatbot to quickly resolve customer issues, ensure faster gift card conversion, and onboard new restaurants and suppliers. As a result, the company reported a 91% satisfaction rate with supplier onboarding via Chatlayer, a 70% reduction in delivery costs, and a 49% increase in gift card conversion across channels.

91% satisfaction with new suppliers

70% reduction in delivery costs

49% increase in gift card conversion

94% tickets automated

Author:
Konrad Nowocień
AI Expert, Comtrust