E-Commerce powered by conversational commerce- A sneak peek on AI conversation assistants for e-commerce.

When we check the history of trade or commerce, the noticeable trait of a trader or salesman is ‘How good he is engaging with the customer’. In a way conversation is the exigent factor. Nowadays the virtual stores or eCommerce websites are replacing the brick and mortar stores.

DIY bots

With the emergence of websites and mobile apps, it is easy to create a virtual store. As time pass by, AI and Robotic business process automation solutions are trying to take the central stage. Big brands and enterprises are getting ready to leverage the power of conversation to maintain a constant touch with the customers.

This evolution is paving way for Conversational Commerce- It is the new age technology powered by Artificial Intelligence, Natural Language Processing solutions and process automation techniques. It drives online stores and brands to interact with consumers over chat and voice interfaces.

Advantage of an AI conversation assistant over e-commerce apps:

Yes. E-commerce mobile apps were disruptive about 5 to 6 years ago. It was an elixir at that point of time to notify the users about updates and drive them to purchase via push. Nowadays aggregation of apps are happening and native apps are getting saturated. Brands are actively looking for new digital touchpoints to stay in touch with targeted customers.

How the ‘constant touch’ can be a reality:

Conversation assistants powered by Natural Language Understanding and Processing techniques can dress up in different brand avatars. They can be enabled with chat and voice interfaces to give a human-to-human feel and users take very less number of steps to finish the transaction.

To get a constant touch, AI conversation assistants or chatbots can get integrated with Facebook Pages and other messaging platforms to assure 24x7x365 conversation. Some of the prominent ones are the following:

  • Facebook Messenger
  • Line
  • Telegram
  • WhatsApp
  • SMS Nudging
  • Amazon Alexa
  • Google home

Advantage of FB Messenger integration: One of your brand’s prominent digital marketing channel is your Facebook page. Ideally you need to drive as much visitors to your FB page. By integrating FB messenger bot with your page, the bot can easily kick start a conversation with your brand.

How does it really boost my sales? - A relevant question

A relevant question indeed. With the above-mentioned channels, the bot can get into a personalized touch with your page visitors. Now the bot can handle the following activities for your brand to convert visitors to customers and to repeated customers.

1. Proactive Mode of Engagement

The bot can kick start a conversation with your registered customers who are not very active like as shown above. Also, thank a customer after having the purchase and ask for any assistance if needed.


2. Reactive Mode of Engagement

It mainly comes under support operations. If a customer ordered furniture from an online store and request assistance to assemble it. Usually, there should be a customer support agent to answer the queries and guide the customer over the steps. These step by step instructions can be handled by the bot with ease. Also, all the repetitive questions handled by the support team, FAQs etc. can be automated with the help of a bot.


3. Broadcasting

In the digital marketing spectrum, there are a lot of tools available to touch base your customers. It is only just sending some random messages and links. How about a conversation interface for that?

The bot can touch base your customers by sending messages related to new product launch, offers etc. It can integrate insights from customer segmentation and business analytics. AI bots will be the best fit companion to data-driven marketing techniques.


4. Personalized Interaction

It is always a headache to get the proper help or support information from website interaction. Most of the time human intervention is required. In eCommerce, it is mainly related to the following:

  • Shipment status
  • Information related to cancellation/ return procedures
  • Refund status
  • Invoice collection

Of course, as always, the list goes on. An eCommerce chatbot deployed in WhatsApp or FB messenger platform can always be a single place where a user can ask queries related to his/her orders. Also, the bot will keep them posted with the current status.

Of course, as always, the list goes on. An eCommerce chatbot deployed in WhatsApp or FB messenger platform can always be a single place where a user can ask queries related to his/her orders. Also, the bot will keep them posted with the current status.

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