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, the conversation is the imperative factor. Nowadays, virtual stores or eCommerce websites are replacing brick-and-mortar stores.
As time passes, AI and Robotic business process automation solutions are trying to take the central stage. With the emergence of websites and mobile apps, it is easy to create a virtual store. Big brands and enterprises are getting ready to leverage the power of conversation to maintain a constant touch with customers.
This evolution is paving the 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 then to notify the users about updates and drive them to purchase via push notifications. Nowadays, the aggregation of apps is 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 significantly fewer steps to finish the transaction.
To get in constant touch, AI conversation assistants or chatbots can integrate with Facebook Pages and other messaging platforms to ensure 24x7x365 conversation. Some of the prominent ones are the following:
- Facebook Messenger
- Line
- Telegram
- SMS Nudging
- Amazon Alexa
- Google Home
Advantage of FB Messenger integration: One of your brand’s leading digital marketing channels is your Facebook page. Ideally, you need to drive as many visitors to your FB page. By integrating the FB messenger bot with your carrier, the bot can easily kick start a conversation with your brand.
How does it really boost my sales?
A relevant question indeed. With the channels mentioned above, 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 repeat customers.
1. Proactive Mode of Engagement
The bot can kick start a conversation with your registered customers who are not very active, 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. Suppose a customer ordered furniture from an online store and requested assistance to assemble it. Usually, a customer support agent should answer the queries and guide the customer over the steps. The bot can handle these step-by-step instructions with ease. Also, all the repetitive questions dealt with by the support team, FAQs, etc., can be automated with the help of a bot.
3. Broadcasting
In the digital marketing spectrum, many tools are available to connect with your customers. It is only just sending some random messages and links. How about a conversation interface for that?
AI bots will be the best fit companion to data-driven marketing techniques. The bot can sync up with your customers by sending messages related to new product launches, offers, etc. It can integrate insights from customer segmentation and business analytics.
4. Personalized Interaction
Getting the proper help or support information from website interaction is always a headache. 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
An eCommerce chatbot deployed in WhatsApp or FB messenger platform can always be a single place where a user can ask queries related to their orders. Also, the bot will keep them posted on the current status. Of course, as always, the list goes on.
Ready To Explore?
Frequently Asked Questions?
What is e-commerce powered by conversational commerce?
E-commerce powered by conversational commerce refers to the use of messaging and chat platforms to facilitate online shopping experiences. Conversational assistants, such as chatbots or virtual assistants, are utilized to engage with customers, provide product information, assist in the purchasing process, and offer customer support.
How can conversational commerce assist customers in their purchase decisions?
Conversational commerce can assist customers by providing product recommendations based on their preferences, offering detailed product information, showcasing related items, and answering queries about pricing, availability, and shipping options.
Can conversational commerce handle complex customer inquiries?
Conversational commerce can handle a wide range of customer inquiries. While simpler queries can be resolved by chatbots or virtual assistants, complex inquiries may require transferring the conversation to a human agent for further assistance.
Is conversational commerce limited to text-based interactions?
No, conversational commerce can involve various forms of communication, including text, voice, and even visual interactions. It can support chat interfaces, voice assistants, and augmented reality (AR) experiences, providing a multi-modal and immersive shopping environment.
Can conversational commerce handle customer returns and refunds?
Yes, conversational commerce can handle customer returns and refunds. Chatbots or virtual assistants can guide customers through the return process, provide return labels, and assist with refund inquiries. For more complex cases, human agents can step in as necessary.
How does conversational commerce enhance the e-commerce experience?
Conversational commerce enhances the e-commerce experience by offering personalized recommendations, instant customer support, and streamlined interactions. It allows customers to ask questions, receive real-time assistance, and make purchases within the chat platform, creating a seamless and convenient shopping journey.
How secure are e-commerce transactions through conversational commerce?
E-commerce transactions through conversational commerce can be secure when proper security measures are implemented. This includes encryption protocols, secure payment gateways, and adherence to industry standards. Users should also exercise caution when sharing sensitive information.
What role does AI play in conversational commerce for e-commerce?
AI (Artificial Intelligence) has an important role in conversational commerce for e-commerce. It powers chatbots and virtual assistants, enabling natural language processing, understanding user intent, and generating relevant responses. AI algorithms also improve over time through machine learning, enhancing the conversational experience.
Is conversational commerce effective for cross-selling and upselling in e-commerce?
Conversational commerce can cross-sell and upsell in e-commerce by recommending complementary or higher-value products, offering bundle deals, showcasing related items, and leveraging personalized product suggestions based on customer preferences.
