Posted On: May 12, 2020 | 5 mins read
Leveraging on digital transformation, e-commerce made its way into significantly changing the market place dynamics. The customer drives the purchase entirely from initiation to transaction. Not only that, but the customer support they receive at each step is also virtual, in the form of conversational AI chatbots. Successful e-commerce websites have the most user-friendly layout in terms of browsing, add to cart, check out, and confirmation. But what makes the customer come back? The answer is their experience at each given step. With no direct seller influence, CX makes a profound impact on e-commerce which is driven by customer service and self-service.
Today, 67% of customers prefer self-service over speaking to a company representative. The short-term solution is to make knowledge base accessible to them however the long-term solution is to capitalize on artificial intelligence. Conversational AI chatbots offer capabilities of engaging in conversations with users and customers. They are uniquely designed to simulate human conversations and help customers by providing end to end solutions. Chatbots function 24/7 in a host of places like the desktop website, mobile website, mobile applications, and social media messaging applications. Conversational chatbots are further powered by AI in a manner that they extend to providing customers with recommendations, options, and help them discover products on the company website/application.
E-commerce makes products available with one click of a button to customers from across the globe. With such a diverse customer base, it is important that the self-service options are available in their preferred language. Backed by artificial intelligence, conversational chatbots can converse with users in multiple languages in a completely automated manner. They also overcome the inefficiency of queries left unaddressed due to the language barrier between support agents and the customers. Highly linguistic chatbots also allow the business to extend to various markets and create brand awareness.
The key to customer retention is to keep them engaged and make it absolute that their queries are attended to. Conversational AI chatbots are present omnichannel, function 24/7, and are capable of handling multiple queries at once. They provide expert assistance to users by simulating human conversations. In addition, they also guide customers to access other self-service resources like FAQs, articles, and visual guides within the website. With their functionality, these chatbots address a host of queries together and also accelerate the speed with which they are addressed.
For the chatbots to realistically simulate human interactions, the technology of Natural Language Processing i.e NLP is widely used. NLP relies on machine learning to read and decode the human language. After decoding, it further translates the language into information that is valuable. As soon as a user enters the input, it is captured by the chatbot where it processes the data and responds back to the user. Sometimes, this becomes increasingly complex because of how differently humans interact. However, NLP is powered by algorithms that make use of syntax and semantics to understand the natural language rules.
Another buzzword that makes rounds when discussing chatbots is the Application Programming Interface i.e. API. It is a bridge that enables the communication between applications and in our context, it helps combine NLP to build a conversational chatbot. Any request entered by the user is acted upon by API which is why it is important to integrate it in a comprehensive knowledge base system. Knowledgebase allows storing what users search for which can be referred by API to generate the desired responses.
Most of the organizations are making use of artificial intelligence to tackle the self-service demand of customers. Having a conversational AI chatbot in place equals virtually replicating a salesman in a physical store. As per Gartner, by 2030, maximum service tickets will be raised directly by bots which is why it is potentially the way forward.
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