Retail companies use AI chatbots to offer customers a personalized and human-like experience that will make them come back for more.
In the past years, AI bots have made a significant entrance into the world of e-commerce and retail. They are now considered a vital element in customer support and sales growth, and retention. They provide personalized customer service at scale.
Chatbot Technology for Successful Retail Business
What is an Artificial Intelligence Chatbot?
According to the Oxford Dictionary, “A computer program designed to simulate conversation with human users, especially over the internet.” Chatbots have been in use for a while now. Still, they were mostly limited to customer service and F.A.Q.s, with minimal actions due to pre-defined workflows.
Why chatbots and AI chatbots are different?
They are different because their capacities are not the same. Chatbots are automated programs, but they are not as sophisticated as AI chatbots. Their replies follow a flow of specific requests, and they are usually called rule-based chatbots.
On the other hand, Machine Learning chatbots have a machine learning-based technology, as its name suggests.
It works with artificial neural Intelligence, and it can learn by itself when it meets unknown elements. It is an excellent tool for any brand, from customer care to knowledge management.
Not only that, but it is an AI-powered tool that can handle common customer queries and inquiries.
AI chatbots are the next big thing for customer service. With AI, customer service becomes personalized and 24/7.
Retailers use chatbots to talk to their customers conversationally. Chatbots have come up as the best solution for retailers who want to improve their customer experience while reducing operational costs.
With the advancement of technology, chatbots have started to replace humans in the retail industry. They are programmed to answer customer service inquiries and provide personalized help that is not available through other channels. Chatbots are also becoming increasingly intelligent. They can make decisions and engage in more complex conversations.
People can also access AI Chatbots by voice commands or natural language processing technology. Their main goal is to improve the customer experience on e-commerce websites.
The benefit of using voice in retailers’ artificial intelligence chatbots
The customer experience is no longer just about the digital experience. Nowadays, it’s all about the in-store, or e-commerce store, experience as well. And this is where AI chatbots provided with voice come in quite handy.
The use of voice in chatbots can provide a more natural experience for the customer. For instance, if you are ordering coffee, you might prefer using voice instead of typing. You could also be more likely to order your favourite coffee in the morning with a simple “good morning” and “coffee” versus typing out the entire sentence.
Benefits of using voice in chatbots:
– The user will not have to type their queries
– Speech recognition will help eliminate typos
– Voice is faster than typing
A store’s voice chatbot (also known as “voice bot”) can be programmed to greet customers, answer their queries and provide information. It understands what they need and replies on the products with which they are interested. The chatbot will guide them through the store, physical or virtual, helping to find a particular product or service and providing them with proper support, even after office hours.
The Role of Chatbots in the Retail Industry
Chatbots are helpful for a considerable amount of brands of any kind, including the retail industry.
We are not the only ones that claim it, but science comes to the rescue!
Research from Prosper Insight & Analytics about the importance of various services when shopping online found out pretty much exciting data.
According to it, 81% of adult consumers believe it’s essential to have a website that’s easy to use. On the other hand, just 52% of them rated toll-free live assistance as very important.
Gen X (83%) and Boomers (84%) value, even more, the importance of an easy-to-use website.
It means that retail can benefit way more than we can imagine from the use of chatbots and Artificial Intelligence. Let’s see why and how.
Why Retail Benefits from AI chatbots?
Companies are introducing Artificial Intelligence conversational chatbots to provide an interactive, personal service online.
There are many benefits of using AI chatbots for retail and e-commerce.
For example, it makes it easier for the customer to access information about products, provides a personalized shopping experience, reduces time spent on customer service from humans.
Users feel more engaged and reassured of their purchases when communication is human-like, with a style and tone of voice that represents the company.
AI chatbots help study customers behaviour, and they can answer customer service questions more efficiently. They are apparatuses that can talk to individuals through instant messaging applications or voice interfaces.
Here are examples of situations where chatbots manage conversations:
- answering customers’ questions
- booking an appointment
- finding a product on a website.
And so on. Chatbots can understand long-form texts, respond to specific questions in natural language, and integrate with other technologies such as Facebook Messenger, WeChat or Amazon Alexa.
AI Chatbots to assist customers in the retail industry
Chatbots can have many advantages over human customer service representatives. One advantage is that chatbots never need breaks or sleep. People can access anytime from any location, thus making them always available for customers’ inquiries.
Another advantage is that Chatbots will have any problem explaining things the same way repeatedly to customers. There is no problem when a customer questions their authority on a subject, since they don’t get offended or tired as human beings do.
AI chatbot assistants are increasingly getting popular among people. Some companies use them to take care of first-level support.
They trust to solve all those requests that anyone can find with a little more attention in reading F.A.Q. or description contents.
Are you thinking about improving your customer engagement with a chatbot? Make it smart! Let it really engage and attract your customers.