92% of e-buyers choose online shopping to save time

In 2023, the French e-commerce market reached €160 billion, recording growth of 10.5%, outstripping that of Europe (8%) and the United States (9%). This performance is largely attributable to a significant increase in the number of online transactions, reinforcing France’s position as Europe’s e-commerce leader. With 42 million French people making their purchases on the Internet, online shopping has become a way of life in the home, where each person spends an average of 4055 euros a year. This popularity can be explained by the speed and efficiency of this method of purchasing: 92% of e-shoppers consider online shopping to be an effective way of saving time.

62% of consumers are ready to use AI to improve their online experience

Improving the customer experience has become a priority for both businesses and their customers. 90% of consumers turn to competitors after a bad experience, and 40% say they are prepared to spend more when the service is personalised and tailored to their specific needs. By simplifying and streamlining interactions and purchasing paths, Artificial Intelligence meets these expectations in terms of tailored assistance (product recommendations, payment solutions, management of returns and refunds, etc.). 62% of consumers are prepared to use artificial intelligence to enhance their shopping experience.

Chatbots, or virtual assistants powered by AI, are increasingly being deployed on e-commerce sites to support the various phases of the sales cycle: pre-sales, the purchasing process and after-sales service. Today, 31% of consumers use chatbots to place orders or update deliveries, while 28% use them to manage returns or exchanges. Thanks to their 24/7 availability, their ability to optimise the purchasing process and help customers make choices, and their capacity to respond instantly, bots are improving customer satisfaction rates by up to 24%.

AI and chatbots: the new shopping companions

45% of customers want their queries to be dealt with immediately and resolved as soon as they make their first request. With the multiplication of communication channels, brands are over-subscribed and often lack the resources to effectively manage the flow of incoming contacts generated by online purchases. To remain competitive in Europe, e-commerce players need to strengthen their operational capabilities by integrating innovative technological solutions, enhancing the user experience and optimising their payment systems. Chatbots, which are capable of automating responses and managing queries in real time, make it possible to support users throughout their purchasing journey, and reduce response times by 25-30% for simple requests. This efficiency helps to reduce the time taken to complete an online purchase by 50%, boosting customer satisfaction and retention rates.

By offering fast, simplified and personalised interactions, the integration of chatbots is part of a self-care approach that meets customers‘ expectations, enabling them to navigate autonomously, while reducing companies’ operational costs. In this way, they can save up to 2.5 billion man-hours a year in customer support services, and help deliver the tailored experience so eagerly awaited by consumers.

Key figures :

• E-commerce sector: €160 billion turnover in 2023 in France + 10.5% compared with 2022
• 92% of e-shoppers see online shopping as a way of saving time
• 62% of consumers are ready to use AI to improve their experience
• 31% of consumers like to use chatbots to place orders or update their deliveries, 28% for returns or exchanges
• Chatbots can save businesses up to 2.5 billion customer support hours a year

Interview conducted by Henintsoa for www.intelligence-artificielle.com:

As part of our feature on ‘Expert A.I: The power of algorithms to solve the riddles of the future’, Samir DILMI (Chief Revenue Officer at Dydu) agreed to take stock of the past year and the major challenges facing the AI sector.

Could you introduce yourself to our readers?

I’m Chief Revenue Officer (CRO) at Dydu, a platform specialising in conversational AI.

What are the latest advances and innovations in the field of AI that have caught your attention recently?

Of course, as a player in conversational AI, we have been struck by the ability of generative AI to generate knowledge or responses almost instantaneously, which has really simplified the lives of the people in charge of the bots. This has really made life easier for the people in charge of the bots. Personally, I’ve also been blown away by progress in medicine. I’m fascinated by new solutions that can detect cancer or identify how it’s progressing.

Which sectors have benefited most from the integration of AI?

No sector has been spared the integration of AI. Whether you’re a bank, a leisure company, an e-commerce site or a logistics company, they’ve all benefited from considerable advances thanks to AI. Over the last few months, I’ve noticed that tourism and real estate are two sectors that are moving fast in this area. Overall, customer relations and employee relations are the sectors that can most quickly see the benefits of self-care solutions that include AI.

How do you see the future of AI and its impact on society?

I think that we are only at the beginning of the exploitation of AI and that we are far from measuring all that it can bring us on a daily basis. So there’s still a lot to look forward to. From a societal point of view, we need to adapt and realise that uses are going to evolve, particularly among the youngest members of society, who are going to grow up with it. Remember, in the early 2000s, everyone thought that people would work less because of the Internet. That hasn’t been the case, in fact the opposite may even be true, with the invasion of work into the private sphere. I think that AI will have the opposite effect and will make it possible to better balance the time spent on certain tasks and therefore improve quality of life, I hope. I also think that uses will be increasingly regulated in order to limit deep fakes and try to control information.

What is your opinion on the impact that AI is having and will have on employment in France?

New jobs will emerge and some jobs will be transformed, but I see AI more as a job opportunity than a risk. AI will enable us to search for information more quickly, so we won’t be wasting time on time-consuming tasks.

What are the main ethical challenges linked to AI and how do you tackle them in your work?

The challenge is not to disseminate false information or answers to customers in a tone that suggests that the answer is true. It’s important to stress that generative AI, in particular, is not 100% reliable. At Dydu, we have opted for a hybrid approach, with ‘risky’ responses being created in a decision tree so that the response is controlled by the brand. However, we are implementing NLUs (in parallel) to improve response matching.

What do you see as the future opportunities and challenges for AI experts, particularly in terms of technological and regulatory developments?

As we can see, everything is moving very fast and new companies and models are emerging every day. So the challenge is to make well-considered choices and to take experience and the technical and legal constraints into account, rather than jumping in headlong. Regulations are going to have to adapt and provide a framework for usage, with the aim of ensuring the accuracy of information and maintaining the well-being of employees within companies.

What advice would you give to those wishing to embark on a career in AI?

It’s an exciting world that requires you to constantly challenge yourself. You need to choose this career with full knowledge of the facts, because behind the fun lies a lot of hard work, adaptation and questioning. So don’t choose this profession if you’re looking for ‘security’. What’s fashionable at a given moment can quickly become obsolete.

Founded in 2009, Dydu has been the French leader in conversational AI platforms (chatbot, callbot, voicebot) for over 14 years. With offices in Paris and Bordeaux, the company currently employs 40 people, 20 of whom are dedicated to developing its solution. With more than 160 projects to its credit, deployed for 70 customers, Dydu works with numerous major corporations (Orange, Total Energies, Safran, etc.), SMEs and public administrations. Today, the company announces the release of an infographic that provides an overview of French travel booking trends and preferences. With recent technological advances, notably the introduction of generative AI, holiday planning methods have evolved considerably in France. In fact, 41% of French people believe that these new technologies are helping to reduce the stress involved in organizing vacations. The increase in online bookings poses new challenges for specialized e-commerce sites.

82% of French people will have prepared their holiday on online sites by 2023

As the summer vacations approach, the behavior of French travelers continues to modernize with the increasing integration of technology into their preparations. By 2023, travel trends reveal a significant adoption of digital tools, with 82% of French people organizing their holidays online and 65% making their bookings via digital platforms.

On average, travelers consult 38 websites when planning their trips(1), actively searching for personalized offers and itineraries. This can be a long and complex process, as evidenced by the 55.8-day(2) average time-to-buy in the tourism sector. During this preparation, 54% of French people express the desire to be able to book at the last minute(3), 46% attach great importance to not losing money when booking, and 41% wish to be able to cancel their bookings free of charge(4). These last-minute behaviors lead to peaks in traffic and requests for advice, constituting a challenge for companies that must constantly innovate to meet travelers’ expectations and improve the customer experience. 72% of consumers now expect companies to integrate AI to improve their customer experiences (5).

61% of French people want AI to help them prepare for their trip

The growing demand forAI assistance in travel preparation is tangible among the French, with 61% expressing an interest in being supported by this technology. Among them, 31% want to use it to find the best prices, 12% to organize their travel documents such as VISA or passport, and 10% to discover the best places to visit. AI would thus effectively optimize the process of finding destinations, activities and services, meeting the expectations of travelers seeking efficiency and personalization for their stays.

Assisting travelers and enhancing their experience with conversational robots

The integration of AI, and chatbots and callbots in particular, on websites makes it possible to classify requests, handle those that don ‘t require the intervention of an advisor, and keep others waiting for a connection. In the tourism sector, a chatbot can respond 24/7 to a variety of queries, such as general information and logistics (check-in, services, rates and conditions, loyalty programs), reservations and purchases (bookings, modifications or cancellations of accommodation, car rentals, plane or train tickets), after-sales service (follow-up information, reservation modifications or cancellations, refund requests), as well as opinions and feedback (satisfaction surveys, suggestions). 41% of French people say they are ready to talk to a chatbot rather than an agent in certain situations. This figure rises to 58% among 25-34 year-olds and 62% among 18-24 year-olds. Among the preferred situations, 17% of travelers want recommendations, 12% want help in organizing their trip , and 12% want backup solutions in case of unforeseen events(6).

The integration of AI and conversational robots is opening up many new prospects for tourism players. By adopting these technologies, companies can make it easier for the French to plan their vacations and enjoy them to the full, while optimizing their internal resources allocated to customer relations.

Key figures :

• 82% of French people will have prepared their holiday on online sites by 2023.
• 72% of consumers now expect companies to integrate AI to improve their customer experiences.
• 61% of French people would like to be supported by AI when preparing a trip.
• 41% of French people say they are ready to talk to a chatbot rather than an agent in certain situations.
• 58% among 25-34 year-olds and 62% among 18-24 year-olds.

1- Source: Expédia
2- Average buying journey: The buying path is the research process followed by a person before making a purchase.
3- Source: Fédération nationale des organismes institutionnels de tourisme
4- Source: Travel Predictions 2022, booking
5- Source: Zendesk
6- Source: Zendesk and YouGov survey of 1,000 people in France, and 6,000 in Europe in 2023.
7- Source : Zendesk

Dydu, France’s leading conversational AI platform provider (chatbots, callbots, voicebots) for more than 14 years, is continuing to expand its business with new projects in the engineering, communications, administration, construction, craft, legal, transport, sustainable energy and tax sectors.

Vivatax, Mediaperformances, Biomotors, Taxi G7, Caisse des Dépôts Sylab, Confort Service, ATEE, Beauty Coiffure, FioulMarket

Fiduciaire Vivatax SA

Vivatax helps Swiss citizens optimize their tax returns. A financial advisor completes their tax return and provides expert advice on how to optimize each individual’s situation. The bot is currently being deployed and will launch in early 2024.

Mediaperformances

Mediaperformances is the French leader in shopper activation. Using a variety of levers, it designs and deploys ad campaigns to boost brand awareness and sales. Mediaperformances called on Dydu to implement a chatbot using an internal database based on old ad campaigns to help its sales staff with new operations. The launch is scheduled for early 2024.

Biomotors

Biomotors is the first 100% French manufacturer of approved conversion systems, designing electronic kits to convert direct- or indirect-injection vehicles to E85 (super ethanol). Dydu is implementing a customer relations chatbot to answer recurring questions from clients (garages), most often relating to product installation. A web service between the bot and Biomotors’ ticketing tool has also been set up to answer more complex questions or those misunderstood by the bot. The launch is scheduled for early 2024.

Taxi G7

Taxi G7 is the leading taxi provider in Paris and Ile de France, as well as Europe. It called on Dydu to implement a callbot to create and track its taxi rides. The bot is currently being deployed and will launch in early 2024. 

Caisse des Dépôts Sylab

Caisse des Dépôts is a French public financial institution that carries out public interest activities on behalf of the state and local authorities. Dydu is working with Caisse des Dépôts to implement a legal conversational agent designed to help employees use the Sylab intranet and combat money laundering. The bot has been live since 23 November 2023.

Confort Service

Confort Service is a French specialist in the home repair of sofas, living room furniture, and armchairs. Dydu created a callbot that can identify customers and help them track their ongoing orders. The tool has been live since 7 October 2023.

ATEE

ATEE, a non-profit organization promoting energy management, entrusted Dydu with the implementation of a new customer relations chatbot dedicated to the OSCAR program. The aim is to answer the questions of tradesmen and players in the building industry about energy efficiency grants (CEE and MaPrimeRénov’). The chatbot has been live since 31 October 2023.

Beauty Coiffure

Beauty Coiffure sells hairdressing and beauty products and equipment for individuals and professionals. The company called on Dydu to create a bot with a livechat feature and automatic translation on its website, WhatsApp, and Messenger. It aims to answer customer questions and create a new discussion channel. The livechat has been available since 31 October 2023.

FioulMarket

Fioulmarket is a subsidiary of the TotalEnergie group, that sells heating oil online. Dydu is working with the company to implement a customer relations chatbot to support customers – individuals and professionals – during their purchasing process on its various sites:

• Proxi-TotalEnergies: live since June 2023
• FioulMarket: live since October 202
• L’Energie Tout Compris: currently being deployed, scheduled to go live in early 2024

92% of respondents have implemented a chatbot or are thinking of doing so

This new survey, carried out between March 24 and 30, 2023, reveals that chatbots have become more widespread, with a sharp increase in “customer/user self-care” solutions over the past two years. 92% of respondents have already implemented a chatbot or are considering doing so, vs. 48% in 2021. It is also interesting to note that only 7% of respondents do not wish to implement a chatbot. This year, bots have been one of the fastest growing company self-care solutions and have become an integral part of internal operations. 61% of employees would also like to implement a callbot vs. 46% in 2021, and 59% a voicebot (vs. 44% in 2021).

There has been a rise in the use of self-care tools this year. 91% of users check FAQs vs. 66% in 2021. 72% use forums vs. 54% in 2021, and 94% turn to the company website vs. 78% in 2021.

More than 25,000 euros spent on customer relations: a growing budget vs. 2021

More than one-third of companies spend between 10,000 and 50,000 euros on self-care solutions. It is worth noting that businesses invest an average of 131,000 euros in customer relations, and that half of the respondents spend more than 25,000 euros on customer relations each year. In other words, companies allocate 35% of their customer relations budget to self-care solutions. This budget increase is effective for 40% of respondents, revealing a promising trend.

Chatbot of the year: ChatGPT

After revolutionizing the AI industry, ChatGPT has proved its worth in the customer relations sector. 94% of respondents have heard of ChatGPT (9 out of 10 respondents), and 34% use it. 61% know of it but have never used it, and only 6% have never heard of it. 38% of respondents use ChatGPT for IT, 48% for customer relations, and 31% for external communications.
Nearly two-thirds of those who know it plan on using it in their company, mainly for customer relations and IT issues. ChatGPT perfectly complements self-care solutions.

Click here to see the infographic that illustrates this survey.

+$994M in 2023: a fast-growing global market 

Bots significantly reduce companies’ operating costs and have become key business tools over the last two years. A conversational robot supports humans and helps improve the customer relationship and sales. 96% of consumers today have heard of chatbots and know what they are, and 88% of them have had at least one conversation with a chatbot in the past year.

This habit has entered users’ everyday lives, and the feedback is very positive: 62% prefer to interact with a conversational robot, whereas 38% would rather wait for human intervention. 7 out of 10 people rate their chatbot experience as positive and would recommend it.

Amidst this rising popularity, the chatbot market has grown by more than $994M compared to the previous year and is expected to reach $1.34B by 2023 and $3B by the end of the decade.

Automated tools: new consumer expectations

The increased use of conversational robots and the advent of digital tools go together. The rise in multi-channel platforms has led to more incoming requests and a significant shift in consumers’ ways of buying, who now expect support 24/7. 29% of these consumers want to be able to ask for help at any time of day or night, 24% want quick answers, and 17% want to reach a human agent when necessary. 11% of users appreciate the opportunity to solve problems by themselves, and 8% like to get personalized responses. These figures reveal how much value a bot can add to your business.

Implementing a bot can help streamline incoming requests and reduce wait times to improve your customer relationship. It’s worth noting that 91% of French people claim that the quality of the customer relationship influences their purchasing decisions. Tool automation boosts user satisfaction and improves customer support.

Chatbots and businesses: significant human and financial benefits

19% of businesses have already implemented a bot, 62% plan to do so, and 74% are satisfied with the benefits. Here are a few reasons that drive companies to launch a bot: 20% are impressed by the 24/7 support, 26% by the bot’s ability to provide faster responses to requests, 18% by the bot’s ability to generate automatic answers to recurring questions, and 11% by lead generation. The most frequently asked questions are about sales assistance, discounts, and customer service.

By the end of 2023, retail spend via chatbots is expected to reach $142B (up from $2.8B in 2019).

A chatbot market worth $543M by 2026

Younger generations are more familiar with bots. 44% of GenZ respondents believe that chatbots will make traditional customer service call centers obsolete, and 60% say that talking to an advisor can be stressful.

Automation can be used in any field; by 2023, HR chatbots will handle no less than 75% of global HR queries, more than 8 billion voice chatbots will be deployed, and by 2030, the chatbot market in the BFSI (banking, financial services, and insurance) sector will reach nearly $7B. With those sorts of profits, automation will continue to grow, and the chatbot market will reach $543M by 2026.

12 years after launching, dydu, the French leader in conversational robots (chatbots, callbots, voicebots), has announced a first round of funding, closing at €6.3M, with Entrepreneur Invest, Crédit Agricole Aquitaine and BPI. This marks a new chapter for the company, that has already deployed more than 160 projects with large groups in France and abroad (Orange, EDF, SNCF, PSA, Safran, Société Générale, etc), and will help accelerate the technological development of new functionalities, strengthen the position as leaders in France, and then open up the European market.

By 2024, an annual growth of 30% is forecast for the conversational AI and chatbot market (source: Marketsandmarkets). It is within this context of rapid development, supported by an acceleration in companies’ digital transformations and a sharp rise in self-care tools for the remote economy, that
dydu has decided to pursue its growth with this first round of funding.

This fundraising will enable the French leader to accelerate the technological development of its tools and services, particularly with advanced and facilitated interconnections between the conversational bot and the client’s collaborative tools or instant messaging system, greater autonomy for small businesses with self-service bots, a chatbox that be configured directly to deploy your chatbot or callbot, and innovation around voice technology to increase the implementation of callbots or voicebots in companies.

“The first investments will be allocated to our product and R&D teams, before extending to the sales and marketing teams, in order to maintain and accelerate our momentum in France this year and in Europe in 2022. Our international objectives will primarily focus on “RGPD compliant” European countries, in our 10 existing languages (French, English, Spanish, Italian, Romanian, Portuguese, German, etc.). We also aim to expand our network of partners to offer even more developed conversational solutions, that are, above all, accessible to everyone, no matter the size of the company or industry. We have more than 10 years of expertise and experience in this sector. As a result, we have been able to analyse the power of conversational robots and make them even more effective and easy to use. The chatbots we implement can handle several million dialogues per month. Such large volumes demonstrate the importance of these tools, as they relieve some of the pressure on operational teams and satisfy the users. Last but not least, in a highly demanding market, we allocate a large part of our investments to deploying solutions that ensure security, respect for privacy and digital accessibility,” Christopher Bonichon, General Director of dydu, adds.

This key stage for the company has brought some changes to the core group of founder-shareholders,
with Cyril Texier’s departure to work on new projects, and the arrival of Christophe Bonichon, dydu’s Managing Director since September 2018, and Entrepreneur Invest, as shareholders alongside Jérôme Vérité and Mathieu Changeat. With 45 employees spread over three sites in Paris, Bordeaux and Medellin (Columbia), dydu has announced that it is opening up 4 positions in its Product and IT divisions.

About dydu
Dydu, a software company specialising in automatic natural language processing, was created in 2009. The software enables clients to easily create and manage smart conversational robots themselves, whether chatbots, voicebots or callbots. Dydu works with a large number of clients on the CAC40 and SBF120.

Press contact
Aurore Vinzerich – aurore@madamedelacom.com – +33 (0)6 61 45 51 83