The use of AI in eCommerce is surging day by day. The COVID-19 pandemic has changed the way of shopping completely. Now Artificial Intelligence services have come to this field to solve buyer’s problems. From the design of personalized shopping experiences to the existence of virtual personal shoppers, artificial intelligence combines with e-commerce. His goal ? Improve the online shopping experience for both consumers and retailers.
For a personalized customer experience
The key to success for online stores? Offer their visitors a personalized customer experience to improve their conversion rates.
To do this, e-merchants need to deliver the right message, at the right time, to their target audience.
Thanks to technology, it is now possible to analyze a customer’s behavior and predict what they will do next.
The provision of virtual assistants
Artificial intelligence makes it possible to create assistants intended to monitor purchases.
On the e-commerce side, this robot is able to alert your potential customers when they are looking for something specific. The goal is to make a sale to you.
On the customer side, artificial intelligence intervenes to help them find a product or service at the best price. This practice is ideal for Amazon customers: since the brand is used to changing the prices of many items on a regular basis, artificial intelligence alerts consumers when a product that interests them is on sale.
Virtual assistants have two advantages:
- Customers are no longer required to interact with the online store to make purchases. Result: you save time!
- Customers improve their shopping experience on your site, which keeps them coming back.
Chatbots to save time in discussions
Artificial intelligence promotes exchanges thanks to voice applications or chatbots, for example. These, when operating independently, can track orders and keep customers informed. It is still time saved for e-merchants.
Nevertheless, it is essential to program them carefully so that they respond adequately and individually to customer demands. Ultimately, this practice improves customer satisfaction and simplifies the procedure for filling out the order form.
In the more or less near future, chatbots will offer increasingly personalized customer experiences based on purchase history, previous contacts, etc.
The chatbot serves your lead nurturing
Lead nurturing roughly consists of collecting information about a prospect in order to get to know him better and to offer him highly personalized content.
And chatbots are a very good opportunity to gather information. Internet users’ interactions with chatbots say a lot about the questions they ask themselves, the problems they encounter, their concerns …
You just have to use this data in your lead nurturing strategy.
An improved overall shopping experience
Like Watson, a chatbot created by IBM, future chatbots will be able to anticipate new trends and future customer needs, based on their consumption habits.
The artificial intelligence created by IBM is currently able to determine the preferred colors of Internet users (to present the article to them in this precise color), but also to offer its products.
On the e-merchant side, this robot informs them about the products that should be promoted and those to restock.
Many e-businesses have already adopted artificial intelligence to acquire and retain their customers. We can cite Netflix, capable of recommending targeted series and films to its users, or Knorr and its robot “Chef Wendy” which dictates recipes, by SMS, based on the ingredients available in the user’s fridge. What are you waiting for to get started?