In 2017, the National Federal Retail Federation projects that there will be $117 billion sales outside of brick-and-mortar stores. E-commerce sales are included in these sales figures making improving online holiday shopping experiences critical for companies.
Enterprise retailers are rising to the challenge by harnessing chatbots using intelligent AI algorithms to improve customer experiences by using the chatbots to provide more sophisticated services such as customer service requests and mobile concierges.
Retailers are using AI technologies and chatbots in two main ways:
Creating Unique Customer Experiences
Companies are now using AI technology to manage information about a customer such as their responses to promotions and loyalty programs they have participated in over the year.
The vast amount of data available to companies allow them to use AI personalized merchandising techniques to create unique holiday shopping experiences for their customers.
For example, they can use deep learning algorithms to predict what type of promotions a particular shopper prefers creating unique shopping experiences for their customers that are more fluid.
Using chatbots customers can be matched quickly with the desired product using filters and quizzes making shopping hassle-free for the customer.
Thus using deep learning and chatbots to personalize and streamline customer experiences leads to smoother shopping experiences for customers.
Improving Customer Service Inquiries
Customer expectations have been steadily increasing over the past few years. Shoppers increasingly require secure payments, friendly and efficient employees, fast deliveries, and employees with expert knowledge of the products for sale.
And Customer expectations remain high throughout the holiday shopping season regardless of the fact that they can be hard to meet due to the high volume of orders.
Handling every issue can be difficult for employees given the sheer number of orders making mistakes impossible to avoid.
Using carefully chosen data that is integrated with chatbots the same utilities can be performed with higher efficiency and without errors significantly increasing the efficiency of customer service for businesses.
With these improvements employees only need to step in when the information asked for cannot be found, when there is a conflict, or when other less common situations occur that must be handled by human employees minimizing wait times for simple requests.
New chatbot technologies combined with AI are set to revolutionize how retailers handle peak shopping seasons in the future.