For any business to strive towards success, be it a startup or a corporate giant the likes of Amazon, providing exemplary customer experience is key. Modern businesses have realized this and have started figuring out efficient approaches to provide responsive, interactive, and engaging customer services. One bad interaction jeopardizes the company’s growth in more ways than one.

Among all the various customer services approaches adopted by businesses, the most intriguing and evidently successful approach is the use of chatbots – AI-powered programs that can mimic human conversations and allow brands to build their presence across messaging apps that are widely used by the target user base.  

According to Gartner, a quarter of the world’s customer service operations would be managed by virtual customer assistants aka chatbots by 2020.

Irrespective of the industry, renowned brands including Starbucks, The Wall Street Journal, Pizza Hut, Spotify etc. have already started investing in chatbots so as to enhance customer experience.

That said, here are a few ways how chatbots can help businesses improve customer experience.

Always available

Unlike human customer service executives, a chatbot is available 24/7 to address, resolve, or forward customer queries. A chatbot can serve multiple customers simultaneously. One primary use of the chatbot on a website is that it can help guide potential customers deeper into the sales funnel.

For instance, if a visitor to your website is interested in purchasing a specific product or service provided they get answers to some questions related to that product/service, a chatbot can be of assistance. It can act as a company representative and provide the visitor with the details he/she needs to go ahead with the purchase.

Provide personalized experience

If the customers are made aware that the business is personally seeing to their needs and requirements, they’d obviously trust the business more. Chatbots can provide such an experience by tracking customers’ buying habits and analyzing their purchase histories to grant them with offers they can’t easily refuse. This makes an online purchase much more convenient to customers. Trust and convenience are the basis of loyalty. So, in essence, an efficient chatbot can give businesses loyal customers.

Millennial-friendly interface

Millennials make up a good majority of the world’s population, and are the main demographic cohort that modern businesses target. Millennials are very social compared to the previous generations, and tend to use messaging apps and other digital media to share their views and opinions on almost everything. They also enjoy chatting with friends and acquaintances via messaging apps.

With an efficient chatbot deployed on such messaging apps and voice-based platforms, a conversation with a chatbot would seem casual to Millennials. And if they loved the experience, they’d let it be known via their social media accounts.

Simple transactions

Certain chatbots are capable of performing certain specific actions that aren’t complex in nature – like booking movie tickets or hotel rooms, money transfers, compare products etc. Various eCommerce sites use chatbots to serve customers who want to know the status of their orders or track order deliveries.

Conclusion

Chatbots may have seemed like a luxury once. But they are a necessity now for businesses who aim to improve customer experience and grow without problems. Depending on how creatively they are used, chatbots can do wonders for a business. Though getting the right chatbot for your business can be a challenge, it’s nevertheless a good investment considering how chatbots are trending at present.

Let the professionals at AOT build one for you. Get in touch with us if you are interested.

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Google stands out among all the corporate giants actively attempting to leverage artificial intelligence efficiently, evident from their recent I/O where they revealed that Google AI is now capable of making real life conversations – a disruptive evolution of AI that’s turned many heads this year. Of course, the advancement would soon enhance mobile experiences which is exactly what modern consumer lifestyle demands.

Consumers today spent more time on mobile devices compared to televisions or desktops. This is reflected particularly in eCommerce, with many studies finding a steady growth in mCommerce sales.

Statista projects global mCommerce revenues to exceed 660 billion US dollars this year.

mCommerce is the key to the success of eCommerce retailers today, and optimizing it with AI minimizes associated risks while boosting the business’ growth. AI-infused mCommerce sites get a number of cool features – from automated reasoning capabilities to advanced customer behavior patterns analyses and predictions.

That said, here are a few ways how eCommerce businesses can optimize their mCommerce with Artificial Intelligence.

Personalized recommendations

Basically, what you always see in mCommerce apps like Amazon. You get recommendations based on your browsing patterns and previous purchases. For a mCommerce business, upselling and cross-selling are great ways to boost sales by enticing existing customers. This can be performed by powerful AI solutions that analyze customer behavior, preferences, and footprints to figure out the products that they would be interested to check out.

Personalized push notifications

Push notifications are sometimes that which triggers a purchase from a potential buyer. For instance, buyers who had to leave before checkout can be reminded of their abandoned cart with push notifications later. AI engines can do this and more. They can identify customer preferences and use tailored push notifications to target prospects who are more likely to buy certain products, and also re-engage existing customers.

Virtual assistants

Over the years, virtual assistants have become smarter and more versatile facilitating result-oriented, fluent interactions. Virtual assistants make a great addition to mCommerce platforms providing a much more convenient, easy, and interactive shopping experience to customers, and increased conversion rates for the mCommerce brands. With AI-driven virtual assistants, customers need only launch the app and ask the assistant to place an order for a particular item.

AI-powered chatbots

Unlike the virtual assistant, chatbots are present to provide support to customers who came across some kind of issue while trying to make a purchase. Many customers are likely to have queries regarding the products they intend to buy. In a modern mCommerce store, chatbots should be there to answer customer queries, and offer human support if necessary.

There are many AI solutions in the market today like Botsify, Agent.ai etc. that allow brands to create and train their own unique chatbots easily and integrate them into their mCommerce site. These chatbots have self-learning capabilities that make them better as more data are fed to them.

AI-based price negotiation

Shopping cart abandonments are one of the biggest problems eCommerce stores encounter. One of the major reasons for such issues is the fact that users cannot negotiate product prices in a mCommerce site unlike brick and mortar stores. As an alternative, users tend to research competitor stores to see if the item they seek is available with a smaller price tag.

The advancements in AI today can present solutions to this particular problem in the form of an AI-based mediator system. The solution can interact with the prospects, analyze their purchase histories and interests, and determine a strategic discount offer they’d be interested in. This can get reluctant prospects back on board and finish a purchase.

Voice & image search

If it’s an eCommerce store, there must be a ‘Search’ option, especially if the store has thousands of products under various categories. The traditional text-based search option is almost outdated now, and is being reinvented by harnessing AI. AI-powered voice search and image search features have already started taking over, and are being welcomed with praise by online shoppers.

Voice search services like Inbenta, Klevu etc. recently gained much momentum across eCommerce platforms. Though not always accurate, AI-driven voice search feature has a 95% success rate according to studies.

Traditional image search, on the other hand, has evolved into visual search today thanks to AI. There are machine learning algorithms available that can interpret visual data with impressive accuracy. This essentially redefines the shopping experience of mCommerce customers. All they need to do is use their mobile cameras to snap pictures of an item they see in real life. The AI-based visual search algorithm can then match objects in the image, and perform a search for the item in the image on the linked database.

AI-AR powered visualization capabilities

Augmented Reality entered the scene when mCommerce brands started looking for ways to reshape mobile shopping experience for customers. AR, by that time, already made its mark in the form of Pokémon GO. Now the trend is to combine AR with AI resulting in interactive AR applications with an intelligent AI core.

Deloitte’s Digital Identibot managed to combine both technologies to deliver an impressive experience, though the solution isn’t commercially available yet. The point is that today it’s possible to combine AI and AR thanks to a plethora of readily available tools, frameworks, and platforms.

The AR development community is steadily growing, and people keep coming up with creative ways to use the technology in various industries. Google’s ARCore and Apple’s ARKit are two great SDKs that can help aspiring AR developers build innovative applications for eCommerce stores.

Conclusion

Ease of use is what made mobile devices so important for people across the globe, and ease of use is what they expect when doing something on said devices – be it seeking information or shopping. Prioritizing mobile users’ convenience and securing their transactions are the key for a mobile app’s success. For mCommerce stores, all of this and more is possible by harnessing artificial intelligence.

If your mCommerce site still hasn’t channeled AI yet, it’s time to rethink your mobile sales strategy. AoT technologies can help you wield AI the right way so your brand always stays ahead of the curve. Give us a ring to learn more.

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