Why Conversational Chatbots are the future of E-Commerce Industry

E-Commerce is the face of new technology. With growing demand, it has highly triggered a delightful need for round-the-clock service. To serve a constant service over the internet to the customers, AI Chatbots are the new normal. 

Why Chatbots can help to boost E-Commerce?

In the increasingly automated world today, the availability of information heightens expectations for businesses to provide better customer service. With a click of a button, consumers expect to be able to get the information they are looking for, and frustration brews when it is not possible. 

With AI Chatbots replacing old traditional customer forums, it helps to mitigate some of these frustrations, especially since Microsoft’s 2017 State of Global Customer Service report survey showed that email and telephone are still dominant communication channels for many customers. 

Chatbots are ideal for businesses that require heavy customer service and interaction, and in fact, more businesses are open to adopting these technologies in recent years. According to an Oracle survey, “80% of businesses said they currently use or are planning to use chatbots by 2020.”

But what is it about AI Chatbots that gives it a cutting edge in the E-Commerce Industry?

More businesses are open to adopting Chatbots in the recent years. Image courtesy of Oasis.

Advances in Artificial Intelligence 

A successful conversation is always done one on one. Acting as a knowledge base, AI Chatbots can offer the best information to the customers in a blink of an eye. It helps the customers to compare all the products online almost instantly. The customers can understand the differences between the products and choose the best product. The customers can refer to the Chatbots to filter out the product requirements for them. 

In return, the chatbots are able to bring in customized recommendations for individual customers based on analyzing their shopping cart and wish list. By predicting the customer’s next move based on past shopping details, it helps businesses take a proactive approach rather than a reactive up-selling approach. 

Growing conversations APIs

E-Commerce is much more than just selling products and services. In today’s world, there is so much more emphasis placed on engaging the customers and retaining the brand over the internet. An experience gained from physical interaction is very different from the user experience gained online. Consumers can leave very quickly if they are not satisfied, and a site that offers a better and enhanced customer service experience can help in strengthening a brand. 

With better technology, the various API (Application Programming Interface) helps machines to interact with humans using natural language processing. This increases user experience because it gives off a human touch. When interacting with the chatbot online, it feels as though the consumers are interacting with another human, and this helps in making the customers stay on.

Conversational chatbots these days use various exciting and interesting aspects to engage with the customers, such as interactive tools, videos and even games. Different ways of interacting helps to keep consumers engaged and satisfied, which improves the user experience that is gained on the platform. 

Benefits of Chatbots to Businesses

AI Chatbots can do so much more than just improve user experience. The main reason why most businesses adopt this technology is to cut down operational costs. As compared to hiring a human to answer customer queries, an advanced chatbot that can give automated replies 24/7 is much more cost-effective. By adopting chatbots, businesses can free up these human resources for other tasks that require more attention. 

Besides that, as humans, the work that we do is often subjected to human errors. This could be harmful for businesses, and might bring negative effects with regards to customer’s experience. With the chatbots, everything could be set correctly to give the best responses required, therefore decreasing the chances of errors. 

Lastly, with chatbots, it gives businesses much in-depth insights to improve their service and procedures. The data provided from consumer preferences and shopping details can help business gauge and better pivot towards providing a better service. 

So what’s in store for Chatbots in the future?

In my opinion, the biggest brands are already on board. The use of chatbots will develop and evolve as design and architecture are constantly developing. Chatbots become indistinguishable from human resources in terms of personalization and services. Within a few years, the major business will be done by the bot messengers. Shortly, chatbots will meet human expectations when it comes to behaviour. It will be exciting to watch this space and keep a close eye on how Chatbots will be integrated into our everyday operations.

Harikrishna Kundariya is a marketer, developer, IoT, ChatBot & Blockchain savvy, designer, co-founder, Director of eSparkBiz Technologies. A Mobile App Development Company. His 8+ experience enables him to provide digital solutions to new start-ups based on IoT and ChatBot. Connect with him on LinkedIn, or Twitter.

Disclaimer: This article was written by a community contributor. All content is written by and reflects the personal perspective of the interviewee herself. If you’d like to contribute, you can apply here

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