Arnold Clark upgrades its AnswerAI chatbot with what3words
Arnold Clark Autoparts has upgraded its AnswerAI chatbot with innovative location technology what3words, allowing customers to provide a precise delivery address. Now, after a shopper buys a part from Arnold Clark Autoparts and engages with the AnswerAI chatbot post-checkout to query or add extra details to their order, they can include their exact what3words address. The verified what3words address is then logged in the delivery notes so couriers know exactly where to deliver, reducing ambiguity and ‘where is my order’ (WISMO) follow-ups. This integration demonstrates how an AI-driven chat flow, combined with precise delivery instructions, contribute to last-mile readiness for e-commerce businesses.
Street addresses weren’t designed for the needs of today: they often aren’t precise enough to specify an exact entrance of an apartment block, postcodes cover large areas especially in rural parts of the UK, and some new-builds take months for their address to be registered. This inaccurate and inconsistent information often fails to guide drivers exactly where they need to go, leading to issues with deliveries and increased WISMO calls. It’s a widespread issue – 70% of UK shoppers have had parcels lost or delivered to the wrong address, and a quarter say their address doesn’t direct people precisely to their door. 1
Retailers are under pressure to provide quick solutions for delivery issues to maintain customer satisfaction, and there’s a rising expectation for AI to enhance the eCommerce customer experience. Consequently, AI chatbots are growing in popularity to handle customer queries, order status, returns, FAQs and more. In fact, 70% of shoppers say they want retailers to offer smarter, faster interactions powered by AI, according to a recent consumer research study by DHL. 2
what3words seamlessly slots into the world of AI by providing a simple way to communicate precise locations that both humans and machines can easily understand. The system divides the world into a grid of 3m x 3m squares and assigns each square a unique combination of three words: a what3words address. This means every apartment complex entrance, loading bay, side door and delivery drop-off point has its own identifier. For example, ///filled.count.soap points to the entrance of what3words’ London HQ, which can be difficult to find with its traditional address. Millions of people use the technology every day, and in the UK alone, a what3words address is searched every second.
Arnold Clark Autoparts, part of the UK’s largest independent automotive retailer, is leveraging AnswerAI’s conversational commerce platform to enhance customer service responses and provide 24/7h support. With more shoppers requesting to share a what3words address for a smooth delivery, Arnold Clark Autoparts and AnswerAI have built an integration that makes it simple. After checking out on Arnold Clark Autoparts’ Shopify store , customers can share their what3words address with the AI chatbot, which will be verified and automatically included in the delivery notes – giving couriers an exact location reference. This approach strengthens delivery accuracy, reduces the chance of location-related delays, and shows how AI-driven tools can enhance the customer experience.
Jennifer Christie, Ecommerce Partnerships Director at what3words said: “We’re always looking for simple, practical ways to make everyday life easier with what3words. This integration with AnswerAI and Arnold Clark Autoparts is a perfect example. It demonstrates how conversational AI and precise address data can work hand in hand to solve a common delivery headache for businesses and couriers – ultimately saving time, reducing costs and creating a smoother, more reliable experience for customers.”
Dave Peters, Group eCommerce Manager, Arnold Clark said:
“This is a really great use of the latest AI tech – thanks what3words and AnswerAI for this project to improve our chat feature on Arnold Clark Autoparts’s website.”
Already trusted by global delivery leaders such as DPD UK, DHL ecommerce, Aramex and Yodel by Inpost, what3words is used by millions worldwide to provide precise locations for deliveries, navigation, and more. Individuals can find a what3words address by searching their street address in the app (available for iOS and Android ) or through the online .
References:
1 what3words’ Consumer delivery research (2022) – Survey results based on research conducted by OnePoll to 2,000 adults in the UK aged 18+
2 2025 E-Commerce Trends Report: Business Edit | DHL Group