A decent amount of growth is shown by the eCommerce industry compared to other industries. This is primarily because of modern technologies that range from augmented reality to product visualization. It has greatly helped in the process of growth and survival of the retail industry in the competitive environment.
In recent times, the behaviors of the users have evolved when it speaks of online shopping. Decent customer support is what is required by any eCommerce store. Heavy investment is done by the majority of the eCommerce store owners for hiring developers who will design a brilliant website for the online store. But they fail the integrate the vital features on the website that help provide the best support to the users.
A buyer will have queries and questions as they will review the product on the online store. This is where the AI-Chatbots plays a vital role in the eCommerce industry. An online eCommerce store will integrate AI Chatbot and will not hire customer support.
According to recent statistics, the market for global Chatbot will reach $ 1.25 billion in 2025. The staggering number indicates the huge requirement of retailers and their dependence on e-commerce AI Chatbots as part of the customer support.
AI-powered Chatbots?
AI-powered Chatbots have got a simple concept. These are automated bots that use a chat interface with the users and also give the right kind of support to the users like any other user that interact with an agent for customer support. It stimulates interaction with the user as they are curating a conversational interface. The AI-Chatbots are designed and make more intelligent and advanced interactions with machines through Natural Language Processing and AI.
AI is like a boon of technology for the digital world as the machine can learn and understand things like the human brain. AI has combined powerfully with Machine Learning (ML) and has opened up avenues for Personal Assistants or Chatbots.
AI Chatbots and their prowess
The statistic provided over the web implies that a huge role is going to be played by Chatbots as part of the eCommerce industry. It is a user-friendly and engaging feature and caters to the demands made by the customers. The focus of technology has shifted towards analyzing, understanding, and facilitating users without the requirement of human interaction.
Some major eCommerce brands have been using AI Chatbots and reach a potential audience. They also generate sales and provide the best customer service and many more things.
Benefits of AI Chatbots:
AI-powered Chatbots are at the initial stages but they have a huge scope when it comes to providing services to eCommerce retailers. Chatbots can drive a lot of benefits for online eCommerce stores and here are some of them.
• Improves the efficiency rate:
The overall efficiency rate of the team is improved when Chatbots are integrated into the customer service strategy. An eCommerce company is always looking to provide helpful and fast services to the users. The Chatbot will act as a support tool in customer care and will answer the basic questions of buyers. This will provide the team to focus enough time and effort on complex issues that can be solved by the bot. This will ensure that the time is used efficiently and the leaders of major eCommerce companies have deployed Chatbots powered by AI to solve the basic queries.
• Intelligent sales associate:
A digital sales associate can be built for eCommerce brands that are powered by AI Chatbots. They can work as intelligent sales associates and can cut down on the time required for scrolling and sorting done by the users. The users can navigate to the products and can also make purchases.
• Automated Communication:
Smart retailers are always looking for smart solutions for delivery information, follow-ups, shipping as well as and order confirmation. The entire process is bolstered by an automated email regarding every activity of the marketing campaign. The emails that are provided are pretty much informative. The AI-powered Chatbots will make the communication process much stronger and will change the mode for reaching out.
Future challenges and opportunities:
AI-powered Chatbots have brought a revolution in the digital journey of users. They have also eased out the hassles of the merchants during the delivery of UX/UI. An eCommerce retailer can avail the future opportunities with the help of AI Chatbots. When an AI Chatbot is incorporated they will respond on understanding the human intent. This is going to speed up the time for response and will lower the cost of customer service. But certain challenges are also related to the intervention.
• Vulnerable:
Online vendors are facing the problem of digital hacking. The sensitivity and privacy of data are essential for the users for trusting before the details are shared. The information provided by the users has to be securely transmitted on the internet and the user information has to be shuffled. One must assure that the hackers do not get access to the Chatbot UI as this might cause security breaches.
• Accurate and fast:
AI-Chatbots can answer the queries of the customer accurately and in a fast manner. With an unrealistic and vague response, one might lose a customer and they can never return. A Chatbot has to be made effective and intelligent according to the intent of the user. The Chatbot has to be fast and accurate to capture the interest of the user.
• User’s intent:
Human and machine can interact awfully if it is not trained. When a brand uses Voice bots, they can go wrong in providing speech commands. This is because there is a lack of sensitivity regarding the emotions and mood of the users. So, a real human should train the Chatbot very well.
Conclusion:
Users today, enjoy conversing with the Chatbots and a lot of time can be saved in the process. This is a great way to leverage the technological advancements that can assist the end-users with smooth UX and the latest innovations. It is a surprisingly beneficial technology that has the potential to raise the standards of customer service and also the revenues.
