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Need For Conversational AI Chatbots In E-commerce

5 mins read

Leveraging on digital transformation, e-commerce made its way into significantly changing the marketplace dynamics. Customer drive the purchase entirely from initiation to transaction. Not only is that, but the customer support they receive at each step also virtual, in the form of conversational AI chatbots.

What is a conversational AI chatbot?

Today, 67% of customers prefer self-service over speaking to a company representative. The short-term solution is to make the 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 and customer satisfaction

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.

Why use a conversational bot?

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.

Features of conversational AI chatbots

E-commerce makes products available with one click of a button to customers from across the globe.


With a diverse customer base, it is important that the self-service options are available in preferred languages. 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.

Handling multiple queries at once

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 handle multiple queries together and also accelerate the speed of their address.

Natural Language Processing

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. NLP is powered by algorithms that make use of syntax and semantics to understand the natural language rules.

Easy API with knowledge base

Another buzzword making rounds when discussing chatbots is Application Programming Interface i.e. API. It 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.

Wrapping up

Most 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.

Get in touch with us and we can help your business build these virtual assistants for smarter resolutions and enhanced customer experience.

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