Parts Town has launched an AI-powered proactive live chat feature aimed at improving customer support and streamlining the purchasing process.

The company has integrated the tool into Parts Town’s website and mobile app. It designed the AI-powered live chat feature to assist customers in real time by providing faster responses, helping identify correct parts, and answering inquiries.

Parts Town is a distributor of original equipment manufacturer (OEM) foodservice, HVAC, and residential appliance parts.

Parts Town AI-powered live chat

Initial response times are reported to be 40% faster than the industry average. The AI-powered chat supports 27 languages and engages customers at key moments in the shopping process, similar to an in-store associate offering assistance.

Since its launch, chat engagement has doubled, with 36% of interactions leading to a purchase. The feature also reduces search time by quickly understanding queries and providing relevant responses. Parts Town plans to expand the AI capabilities to include personalized recommendations, technical support, and exclusive chat-based promotions.

Future developments will enhance the AI engine’s ability to handle more complex inquiries, allowing human representatives to focus on advanced customer needs. The initiative is part of Parts Town’s broader digital strategy to improve efficiency and customer experience through data analytics and machine learning.

Parts Town Unlimited, the parent company of Parts Town, reported annual revenue of $2.5 billion for 2024. All four divisions of Parts Town Unlimited recorded revenue growth in 2024. The Parts Town division and its home division, which focuses on residential appliance parts distribution, saw the highest increases.

The company operates in 147 global locations, serving 171 countries with 46 brands and more than 5,500 employees.

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