Chatbots
more_horiz
close

on 28th February 2018 / by michael.stoddard
Today, with more and more opportunities that consumers have online, switching your business online to B2B or B2C e-commerce portal is a must-do rather than just a possibility. Ecommerce allows companies to deliver a better shopping experience to every potential client and thus, contribute to increase in sales and overall customer satisfaction. There are many aspects related to e-commerce you have to consider. However, in this article, we are not going to talk about those. Instead, we are going to discuss a not-so-fresh but yet trendy feature of electronic commerce that is widely known as chatbot, its main features, and figure out whether it is effective or not. ChatBots, What Are They? A chatbot is a special software used to support a conversation (either verbal or in written form) with an actual person in a dialog box. Such programs are widely used today by many brands to simulate a real-time conversation helping their customers to get instant support at any time. This is not an innovation in the world of technology. Many of us remember those first clumsy chatbots that barely could give you the needed feedback but now times have changed. In fact, this technology has developed over the years. Artificial Intelligence technology has developed so much that it is almost impossible for a user to recognize whether he is talking to a real person or to a bot. Therefore, nowadays using AI in ecommerce is not only a great way to help your clients receive prompt customer support, but also provides assistance in making purchases, searching for interesting deals, and even identifying what they need! What Are The Top Reasons For Using Chatbots? Although more and more retailers have admitted to the usefulness of AI and adopted this technology, there are still those who are hesitating over its adoption. Do you really need it? Below are the top reasons that prove the effectiveness of AI in e-commerce. Better Interaction And Reduced Expenses Chatbots in customer service is the most popular and widely used way of integrating Artificial Intelligence in e-commerce. Indeed, such programs are perfect for companies that strive to deliver better user experience, expand their brand, meanwhile reducing expense in certain areas, one of which is customer support service. How does it work? Just think of how many employees you need to provide high-quality support service to the clients from all over your country and what if you are expanding to a few more countries. This automatically requires you to create few support teams to deliver constant live assistance to thousands of people in several languages, which greatly increases your company’s expenses. Live bots, on the contrary, help you save this money. Such programs cost less, do not require any special training, and can ensure excellent quality of customer service thanks to their responsiveness. Besides, even companies that work on the international space enjoy more benefits as such software allows them to overcome one of the major issues related to the language barriers. Thus, it is an important point from this list. People always like fast responses to their queries. For example: Imagine you run a company that offers online assignment writing help to students from different parts of the globe – how difficult would it be to manage all of your customers’ requests, questions, and claims if all of them speak different languages and live in different time zones? It will be quite problematic. You would need to hire native speakers (or people with excellent knowledge of the needed languages) and group them into several different departments that handle differing issues, which would significantly increase your budget and add many accompanying issues. However, AI can solve all these problems at once! Help In Online Store Management What does it mean? The ability of chatbots is not limited to just interaction with clients but in fact, if programmed in the right way, they can also play a significant role in managing your Internet store. For instance, you can program it to track the availability of particular items in your store, notifying you and your clients about the missing products, and sending a notification to a user about some upcoming deals, new products, etc. Thus, you can save lots of time without compromising the quality. Increased Revenues Chatbots help users find what they were looking for, thereby positively influencing their decisions and increasing your sales. A bot, in this case, will be able to provide comprehensive information about a particular product, help to get rid of the clients' hesitation and convince them to buy something. There is also another way you can use it. You can program your bots to deliver personalized bonuses or promotional code to users, or you can use this software to collect the data related to clients’ preferences and needs. Such approach can help you reach even better quality of service. Strengthening Your Marketing Strategy We have already talked a lot about how AI helps brands to provide more efficient, convenient, and personalized services to their clients. However, many companies that use chatbots claim that you can personalize your ads and attract more potential buyers to your store, increasing the effectiveness of your marketing strategy. This way your ads will always be based on your users’ needs and wishes. And that's not all! Modern technologies make it possible for retailers to use chatbots as smart and automated tool for the collection and analysis of users’ data. Having such information opens up new horizons for your business. Well-analyzed data and minimal adjustment of offers based on the customers’ preferences will allow you to get the most benefit in the form of higher demand for your product and improved strategy. Marketing Strategy Using Chatbots Is it worth building your e-commerce strategy using chatbots? The answer is individual. There are too many benefits of adopting this technology that simply can’t be denied and therefore, I believe that everyone engaged in ecommerce should consider using chatbots to gain these advantages. Besides, these benefits do affect almost all spheres of your business starting from simplifying the workflow and numerous organizational nuances, to helping you with data collection and analysis. Not to mention its ability to increase your clients’ satisfaction. Together, these small but vital advantages have made AI a tool that is almost impossible to replace in the modern business, which is why I believe every retailer needs it. E-Commerce Chatbots Leave a reply Your email address will not be published. Required fields are marker *
close

on 24th January 2018 / by chithra.k
The importance of synonyms, search suggestions and semantic search were discussed in the article "Search in Ecommerce: The Vital Little Details". These now are already quite commonplace and can be considered as standard features available in search. The next leap towards making search a smooth experience came with the evolution of Artificial Intelligence (AI). Intelligent Search - Current trends Thanks to Artificial Intelligence, the systems in place today are well aware of the context in which a user is accessing a page and are able to recommend or show contents based on the user context. AI is revolutionizing the experience of the online shoppers and retailers. While shoppers benefit from seamless experience, personalized recommendations and efficient support, retailers are able to capture volumes of data which can be used to drive more sales. In this article we focus on the recent AI trends that are being used by big retailers. Context-Based Personalization Using Natural Language Processing (NLP), which is one of the main fields in AI, it is now possible to bring about an interaction between a user and the website. Previously, all of the commands were run separately, but now a context-based conversion or conversational AI is getting popular. With the user’s page visit history and his interactions on various occasions, a context is created exclusively for him and is used for further communication with him. The result in improvement of this field is that now a user can place an order even via a chatbot or using voice commands. The improvement in the field of NLP has led to the emergence of chatbots, voice search, and visual search. Chatbots Bot guided commerce is the latest trend in the online retail sector. Today, with the backing of Natural Language Processing and Machine Learning, Chatbots are being used by different brands to provide customer support, recommend products and increase sales. Gartner predicts that by 2020, a person will have more conversation with bots than with their spouse. The business advantages of including chatbots in your retail site include Better customer service Create brand loyalty by providing personalized experiences to shoppers Reduced human resources and cut down customer service cost When it comes to managing thousands of one-to-one communication with consumers, retailers can use chatbots to decrease the gap between consumers and businesses. Chatbots with the ability to recommend products and learn from the interactions can help shoppers to find a product in less time. When you try to include a chatbot into your store, make sure you add a context aware chatbot. For instance, say you have an online flower delivery shop. When a customer provides you their email id/phone number and says that they would like to place an order for a bouquet of flowers, the chatbot can look up the previous orders of the shopper and can help ease the checkout process by asking questions that include" Would you like to order a hand tied bouquet of 12 yellow roses ? (Context: You had previously ordered a hand-tied bouquet of 12 yellow roses)", “Do you want this to be delivered to xxx? (Context: From your previous delivery address)”, “ Would you like to use COD? (Context: Your last payment method was COD)” etc. The chatbot can definitely reduce the time the shopper requires to purchase a bouquet rather than a non-contextual chatbot that may have more questions like, which bouquet he wants, how many roses he would like to have and what should be the delivery service, payment method etc. As per the ubisend 2017 survey conducted in UK, 1 in 5 consumers would consider purchasing goods and services from a chatbot. Checkout some e-commerce brands who have already included chatbots in their service. eBay Kip Voice Controlled E-commerce With the introduction of digital voice assistants like Alexa, Google Now, Siri and of course chatbots, the wind is blowing towards the conversational ecommerce. Once the convenience of these technologies are identified by shoppers, there is going to be a boom in conversational ecommerce. According to ‘Walker Sands 2017 Future of Retail Study’ that surveyed more than 1600 US consumers, one in 5 customers (19%) have made a voice purchase through Amazon Echo or another digital home assistant, and another third (33%) plan to do so in the next year. The best example of voice controlled e commerce today, is Amazon Alexa. Amazon claims that with its ‘2017 Holiday Season Sale’, millions of Prime members voice shopped with Alexa for gifts, Amazon devices and everyday household essentials. Echo Dot, Fire TV Stick with Alexa Voice Remote were among the most purchased items. Once the accuracy of the voice search is more precise, it is sure that the voice commerce is going to be more popular. Visual Search 2017 witnessed the emergence of VisualDiscovery tools in Pinterest. Pinterest introduced these tools claiming that it can see the world like you do. When you are out and when you see something that catches your eyes and if you don’t know how to convert this to search keywords, you can click the image using the Pinterest camera and see the item or related items as pins. You can try the lens on a dress and see the related items and you may get ideas on what other items goes along with it. You can point this to any food items and you may get interesting recipes. Source Not much later, Bing also announced their project Bing Visual Search with the tagline connect your camera to a deep search experience. Using the Bing Visual Search it is possible to get information about an item inside a picture. Say you see a home decor image and if you are interested in a particular chandelier, you can use the magnifying glass symbol and select the chandelier. Bing runs the visual search instantly and will provide you with the related items. Visual search reduces the number of steps the customer must take to purchase a product. Users don’t have to query and wait for the product they require. It also helps users who are “spearfishing” ie, who search for one specific product. More targeted results can be obtained using visual search. Slyce and Cortexica are two examples of tools that make it easier for retailers to integrate visual search into their sites. As the technology behind the visual search is being improved, let's look forward to more exciting developments from it. Using Drupal 8 and Drupal commerce 2.x, it is possible to bring fully integrated experience with the above technologies to the user. To know more about integrating the chatbot that best suits your business, get in touch with us! Ecommerce Customer Service Chatbots Personalization customer experience Leave a reply Your email address will not be published. Required fields are marker *