The most common disappointments reported by consumers included hard to navigate websites (34%), inability to receive the answers to simple questions (31%), and hard to find basic details about a business, including address, hours of operations, and phone number (28%).
The customers want to get the information rapidly and easily, as they are used to. Unless you don’t provide them with such opportunities, clients may simply choose other places, as the competition in the eCommerce world is doubtlessly intense.
SapientPro eCommerce development team regards implementing machine learning and artificial intelligence as the best solution to improve user experience.
What AI and ML really mean
To start with, let’s have a closer look at what ML and AI actually mean and in what way they may be helpful.
Artificial Intelligence – is a machine capable of performing a task, imitating human intelligence.
Machine learning is defined as the study of computer algorithms that allow computer programs to automatically improve through experience. ML is the best way for you to understanding the behavior of the target customers, reduce cart abandonment rates and as a result increase sales.
Benefits of implementing ML, AI, and Chatbots into an Ecommerce business
The fields of implementing AI-driven technologies are numerous. However, there are some aspects we recommend you to pay more attention to. These include the following:
Automated Lead Generation and Qualification
E-commerce websites have a wide variety of offered products. And the problem that may occur is finding that very needed thing. There is a great solution – chatbots. They may lead the clients to the desired item they are searching for and make the purchase process more pleasant.
A Mine of Customer Data
People share a lot of information when having a conversation…even if the interlocutor is a chatbot. The AI-driven technologies help gather customers’ data, their habits, and preferences. Chatbots store a lot of consumer data over time, such as past buying history and buying habits. Then this information is used for developing further marketing strategies.
Closing the Deals
Although a lot of businesses still don’t trust the robots in the questions of completing the sale, the situation is gradually changing. Bots are able to sell directly and place orders for the user. Companies are introducing a specific type of bots called sales chatbots in order to improve their sales funnel.
Improved recommendations for customers
Have you ever wondered how online stores know what to put in the “Recommended for you” section? Recent research held in the USA showed that 63% of consumers are interested in personalized recommendations. Those are the vivid result of Machine Learning implementation.
Online shoppers are already tired of being presented with the products they are not interested in. Specific algorithms can figure out what the customer is really targeting to purchase, based on the analyzed data, and studying the buyer’s behavior.
Nowadays, there are two types of algorithms for creating personalized recommendations available:
The collaborative filtering technique is based on what other customers prefer to have. Content-based filtering takes into account the personal information about the client like gender, age, purchasing preferences; and the product’s characteristics.
Improved Customer Service
The customers are tired of long-time waiting for the support to answer their queries. There are cases when the employees are unable to help clients solve their problems due to their low competence or inability to find the relevant answer quickly.
Chatbots have found their most important use-case in assisting customers. In fact, a lot of companies incorporate bots in their business strategy just for this sole purpose.
Chatbots have evolved drastically and sometimes you don’t even pay attention to the fact that you are asking a robot for help. That’s ok, regarding how far the ML got so far. A chatbot is a specific computer program that is designed to simulate conversation with human users over the Internet.
Real 8 examples of using Artificial Intelligence, Machine Learning, chatbots in eCommerce
If you are still doubting that the technologies worth being invested in, here are the real examples of how chatbots can be implemented.
EBay began using chatbot technology first by piloting a simple Facebook Messenger platform that alerts bidders 15 minutes before the auction listing is about to end. Customers can remember getting a last-minute bid in that way.
Ebay has now grown to deliver ShopBot, a virtual personal shopping assistant that helps people find things they want at the price they want.
All you need to do is type in some information about what you’re looking for (e.g. black women’s swimming suit under $25). To find the perfect match, design and color for you, eBay will ask you all the relevant questions.