eCommerce News Australia logo
The latest digital commerce news for Aussie businesses
Story image

Laybuy launches new AI chatbot Hugo using Ambit tech

By Jessie Chiang
Fri 6 May 2022

New Zealand Buy Now, Pay Later provider Laybuy has successfully launched its newest digital employee Hugo, using fellow Kiwi company Ambit's technology.

Laybuy says Hugo is an intelligent chatbot that can instantly answer a wide range of common questions on Laybuy's website, providing customers with real-time responses to everyday enquiries.

It's a move that Laybuy say will significantly improve customer experience and help support Laybuy's continued international growth.

Laybuy co-founder and Managing Director Gary Rohloff says "employing" Hugo was an important and innovative step to help manage the increasing demand on Laybuy's customer services team as the company continued on its rapid growth trajectory.

"In just the past year, our customer base has increased by nearly 25 percent and we now have nearly one million consumers actively using Laybuy in New Zealand, Australia and the United Kingdom," he says.

"We know that the key to maintaining this growth is making sure we continue to make our customers' lives easier. This means providing them with an ongoing seamless and first class customer experience, including answering their questions quickly and comprehensively each and every time they make contact. Hugo is helping us do just that."

Laybuy says Hugo is available 24/7 on its website and can deal with requests around resetting passwords, questions around refunds and returns, and payment inquiries. 

The company says up until Hugo, those questions had to be answered by the customer services team. However, the team can now be freed up to work more closely with customers who have complex queries that require specialised expertise.

"Hugo is really supporting our customer service team, helping them work more efficiently and to deliver a high quality service, while also ensuring we continue to meet customer expectations for a real time, integrated payments experience," says Rohloff.

"We are proud to be one of New Zealand's leading fintechs, which is why we were delighted to partner with a fellow innovative Kiwi tech company such as Ambit to create Hugo. There's been a real synergy between our teams as we train Hugo in the language of payments."

Ambit co-founder and CEO Tim Warren says conversational AI can significantly enhance the retail and payments customer experience. 

"We are in a 24/7 economy now, and companies want to deliver a superior experience while managing support costs," he says.

"We look forward to developing further innovative customer service solutions with Laybuy."

Laybuy tested and deployed Hugo in a matter of weeks in late 2021 in time to help out with the busy Christmas and New Year retail period.

Launched in 2017, Laybuy is a growing fintech company providing buy now, pay later services and partnering with over 13,000 retail merchants. Laybuy is available in New Zealand, Australia and the UK. 

Related stories
Top stories
Story image
CrescoData
SPS network now available to CrescoData eCommerce customers
CrescoData, a Pitney Bowes Company and PaaS business in the commerce space, says its customers can now connect to the SPS Commerce Retail Network.
Story image
Omnichannel
Lexmark launches A/NZ first with retail publishing solution
Lexmark, a global imaging and IoT solutions leader, launched its Publishing Platform for Retail (PPR) in Australia and New Zealand.
Story image
Cybersecurity
More than 40% of banks worried about cloud security - report
Publicis Sapient's new report finds security and the lack of cloud skills and internal understanding of business benefits are big obstacles for banks moving to the cloud.
Story image
Customer experience
Research unveils precarious customer loyalty for retailers
New research has found customers are reassessing established brand loyalties as their priorities and behaviours shift.
Story image
Sensor Tower
Australia’s most downloaded apps revealed in study
Sensor Tower reveals government apps topped the list followed by the usual social media suspects, but local streaming services also made the cut.
Story image
Poly
Poly introduces new smart devices and announces Amazon e-store in Australia
Poly is introducing two new pro-grade devices to the market and announcing its first official Australian e-store on Amazon.
Story image
Fintech
Incumbent banks must embrace data-centric capabilities
Retail banks are lagging in their ability to offer true omnichannel experiences, as customers pivot to competitors that offer more personalised experiences.
Story image
Artificial Intelligence
SAS unveils AI experience to improve kids' batting abilities
SAS has created The Batting Lab, an interactive experience using AI, computer vision and IoT analytics to help kids improve their baseball and softball swings.
Story image
Gaming
Mastercard users can now use rewards points in gaming
Mastercard has launched Mastercard Gamer Xchange (MGX), allowing APAC consumers to convert their rewards points into gaming currency.
Story image
SaaS
Forrester Research names BigCommerce a Strong Performer
BigCommerce has announced it has been named a Strong Performer by Forrester Research in both the Forrester Wave: B2C Commerce Solutions, Q2 2022 and the Forrester Wave: B2B Commerce Solutions, Q2 2022 reports.
Story image
Veryfi
Veryfi announces Mobile Receipt Capture for D2C marketing apps
Veryfi has announced a new enhancement to its portfolio, with Mobile Receipt Capture for direct-to-consumer marketing apps.
Story image
Enterprise Resource Planning / ERP
Great Resignation could severely impact Australian economy
DyFlex Solutions says Australia's services sector makes up more than 70% of the country's gross domestic product, and the Great Resignation has the potential to affect the Australian economy well into the future.
Story image
VPN
The most common online scams in Australia
No one is safe from online scammers, and many of these scammers have capitalised on the pandemic, using this confusing time to attack more people than ever.
Story image
Adyen
Adyen expands partnership with Afterpay as BNPL payments increase
Adyen has expanded its partnership with AfterPay allowing more of Adyen’s merchants in more countries worldwide to use the BNPL provider.
Story image
Cybersecurity
New precedent for cybersecurity after legal judgement of RI Advice
In an Australian first, the Federal Court has found that RI Advice failed to adequately manage cybersecurity risks.
Story image
Xero
More solutions updates and developments from Xero announced
Xero has announced a raft of new globally available solutions, features and product updates for the month of May, along with future developments soon to be rolled out.
Story image
Collaboration
Is video technology the future of retail?
The way we hunt for and buy products has forever changed with innovative technology designed to take customers from their initial curiosity through to purchase
Story image
Cybersecurity
Mastercard and Openly partners to boost privacy and security
Mastercard and Australian company Openly have teamed up to provide organisations a complete view of their supply chain privacy and cyber risk posture.
Story image
Online shopping
A/NZ shoppers plan to spend less, be more selective
For retailers, 2022 is set to be a year of introspection as shoppers across Australia and New Zealand indicate they plan to spend less.
Story image
CRM
Salesforce launches AI-based insights with CRM Analytics
Salesforce announces CRM Analytics, AI-based insights for sales, marketing, and service teams in every industry.
Story image
Mobility
Hands-on review: STM laptop bags
The advent of hybrid working has meant we need laptop bags. We got our hands on two of the most popular laptop bags from STM.
Story image
SAS
New SAS service overcomes subscription fatigue for media companies
SAS has launched SAS 360 Match which helps media companies move towards a AVOD model to generate revenue as subscribers cancel.
Story image
Sustainability
Hootsuite 2021 Impact Report shows workforce more diverse
Hootsuite has released its annual 2021 Impact Report detailing the results of its social impact initiatives following the launch of its corporate guiding principles.
Story image
Open banking
A look at the rewards and risks of open banking - report
RiskBusiness says its report on open banking finds that while it holds much potential, financial services firms need to ensure they have robust, risk processes.
Story image
Compliance
Profectus Group serves up payment analysis for Barbeques Galore
Profectus Group has recently won a deal with Australian retailer Barbeques Galore that is set to serve up expert analysis of rebates and payments for better business outcomes.
Story image
Phishing
Retail and wholesale at significant risk of phishing attacks
New research from Zscaler has found that many retail and wholesale environments are at significant risk, with a 400% increase in phishing attacks being reported in the last 12 months.
Story image
Forrester
commercetools named a Leader in B2B Forrester report
commercetools has been named a Leader in The Forrester Wave: B2B Commerce Solutions, Q2 2022 report, receiving the highest scores possible in 10 criteria.
Story image
Limepay
Limepay launches new digital B2B payment system STACK
Limepay says its new solution will help businesses improve cash flow reliability and deliver secure, convenient payment options
Story image
Machine Learning
Moloco launches updates to Cloud Demand-Side Platform
The latest updates focus on improving performance through intelligent budget allocation, automating workflows through smart campaign UI/UX, and ad creation.
Story image
Amazon Web Services / AWS
Databricks strengthens AWS partnership with new Lakehouse offering
Customers will experience faster onboarding and unified account administration to make building a Databricks Lakehouse on AWS easier.
Story image
Artificial Intelligence
Laybuy launches new AI chatbot Hugo using Ambit tech
Laybuy partners with fellow New Zealand company Ambit to launch conversational AI in a bid to support its international growth.
Story image
Data
Aussie data & analytic execs not confident in data strategy
Less than half of Australian data and analytics leaders are confident in their data strategy as siloes and lack of culture prevent innovation.
Story image
CRM
Zendesk announces new conversational CRM solutions
“The last few years have made it obvious that digital is the front door, convenience is paramount and relationships are anchored in conversations."
Story image
Fintech
Airwallex launches new bank feed integration with NetSuite
Airwallex has launched a new bank feed integration with NetSuite, developed in partnership with NetSuite solution partner, Onlineone.
Story image
CRM
Freshworks launches new CRM with Shopify availability
Freshworks has launched a new customer relationship management (CRM) solution, which has also been made available on the Shopify apps store.
Story image
Small Business / SMB
Australian small business unsatisfied with traditional banks
"The pandemic put a sudden, massive burden on SMEs globally, and they didn't think banks did enough to help them."
Story image
Lightspeed
Lightspeed launches all-in-one marketing platform in A/NZ
ECommerce provider, Lightspeed has launched a new all-in-one marketing solution, Lightspeed Marketing & Loyalty in Australia and New Zealand.
Story image
Bank
NICE CXone platform integration implemented with Regional Bank Australia
NICE has announced the successful implementation of the NICE CXone platform with Regional Bank Australia.
Story image
Phishing
Google reveals new safety and security measures for users
Google's new measures include automatic two step verification, virtual cards and making it easier to remove contact information on Google Search results.
Story image
Manufacturing
HINDSITE wins Aerospace Xelerated Pitch Challenge with solution to support Boeing
Brisbane-based startup HINDSITE was the winner of the first ever Pitch Challenge organised by Aerospace Xelerated in partnership with Queensland XR Hub. 
Story image
Customer experience
Digital insight through UCaaS to improve customer experience
One of the most quoted adages in business is "if you can't measure it, you can't manage it" this has been a long-held problem in telephony and customer service.
Story image
Marketplacer
Marketplacer and True Woo partner for wellness marketplace
Marketplacer has announced the completion of a new holistic online marketplace for True Woo, offering a range of products and services targeted at individuals seeking ways to improve their wellbeing.
Story image
Microsoft
FIS Modern Banking Platform now available on Microsoft Azure
FIS says the partnership will expand its digital online banking to markets like New Zealand, the United Kingdom and Thailand
Story image
trust
9/10 Aussies to stop spending if personal data compromised
"Based on the patterns we are seeing among Australian consumers, it is evident that trust in a brand is exceptionally important."