Do we really need chatbots in e-commerce?
Posted January 3, 2017on:
Artificial intelligence gives us more and more opportunities every day. Chatbots and their developing for client-communication are the hottest topics today. Many experts say that chatbots are the future. Let’s get a short review.
Who are they?
Chatbots are essentially programs pretending to be people that you can interact with through text or even voice. They are closely connected with a wide messenger’s distribution and I believe everyone has been already acquainted with them. It’s obvious that chat- bots’ popularity is starting to take off.
How can they enhance e-commerce?
1. First of all chat bot doesn’t get tired, being late or absent – it assists your clients 24/7 365 days per year and get significant workload on its shoulders. That is why they seem to be the best answer for e-commerce business owners to manage thousands of one-to-one conversations with customers.
2. The second point is that chat bots can understand natural language and communicate with people in the same manner making conversations realistic and trustworthy. So chat bots give online shop owners an opportunity to provide pleasant shopping experience for customers.
3. Chatbots are proactive. They can understand what the particular customer wants not only through a simple conversation, but also through analysis and collecting of personal and profile page data ( smartphone data, cookies and so on). All this information might help to improve the marketing strategy and provide customers with the best user experience.
4. Additionally, chatbots simply save customers’ time. You don’t need to waste time for searching the appropriate item, click on mass of characteristics, study a market and etc. You can simply say : Hey, I want to buy an efficient computer for my child. Bot does it for you with a great pleasure and at a quick pace.
5. Finally, all this points give more advantages for businesses: services become much more better and faster, the conversion becomes higher, sales increase, operational costs and salary charges reduce.
The most outstanding example is already occurring in China, where consumers are using WeChat to fulfill their daily living and commerce needs. Soon, this system will gain prominence in the United States.
Further more brands like Walmart and Hyatt are testing customer service and shopping within apps on the new Facebook Messenger for Business App. A free messaging app, called Kik, has a bot shop for companies such as Sephora, Vine, and H&M. So it can be said that the part of the technology is already there.
Amazon’s voice bot messaging has brought the idea of personal assistant to the next level. Customers can talk to the bot and ask it to order items through Amazon Prime, get a pizza, purchase flowers and call for an Uber. Voice commands are making shopping easier than ever, but there are still many issues to work out.
Voice-based AI and mobile chatbots are the dominant trend right now, but it’s not crazy to think that this could evolve into something more personal and user-based. E-commerce data is there to help you segment and automate email messaging to certain customers, so it’s not silly to assume that this data will eventually merge with bots.
Imagine a personalized bot that talks to you, and only you, when you shop on the Target website. They’d know the last items you bought, deliver the most relevant products and even stock your shopping cart with suggestions. The days of taking hours to shop online will soon knock the pad. In the near future, all the work will be done for you.
Are you ready for this?
Business Development Manager
Professional Software Development