Did you know that 89% of consumers are more likely to make another purchase from a business that provides good customer service than a company that doesn’t? Clearly, offering high-quality customer service is imperative to the success of your business, but you likely already know that. By that same token, you’re probably also infinitely aware of the high cost of resources providing exceptional customer care requires.
However, thanks to artificial intelligence capabilities, the cost of excellent customer service can be mitigated by implementing an AI chatbot into your eCommerce website. In this article, we explore the many benefits and uses of utilizing an AI chatbot for your own eCommerce platform. Keep reading to learn more.
How Do AI Chatbots Work?
Before AI chatbots like ChatGPT came along, many chatbots worked by using predetermined responses and answer trees to questions.
For example, a programmer would define the answer to “How are you?” as “I’m fine thanks, you?” Answers would then have to be programmed for all eventualities relevant to the chatbot’s use. In some cases, users would be given a selection of predefined inputs, instead of being able to freely ask questions.
Now, with the proliferation of artificial intelligence and the GPT model, chatbots have become much more sophisticated. In fact, AI-powered chatbots use large language models (LLMs) that are based on huge volumes of qualitative data, such as books, articles, and conversations, and machine learning algorithms to generate contextual human-like responses through predictive analysis. This means AI chatbots can accurately predict the most relevant responses to user inputs using their analyzed data.
Uses of eCommerce AI Chatbots
Whether you actively use AI chatbots or not, you’ve likely encountered them online in the form of customer service chatbots. This is because AI chatbots have revolutionized the way eCommerce businesses do customer service, bringing a slew of benefits, which we’ll touch on later. Now, let’s explore the primary uses of eCommerce AI chatbots for customer service.
Answer Customer Questions
AI chatbots can help answer questions without customers having to actually talk with a real human. However, AI chatbots must first be trained on information related to your eCommerce business; otherwise, they will generate irrelevant and possibly incorrect answers. Though some responses may be predefined by yourself, using an AI chatbot means it can answer unexpected questions and understand when to hand off issues to a human.
Implementing an AI chatbot to your eCommerce website can improve its user experience by facilitating a streamlined checkout process. This enables customers to search for items through the chatbot, which can automatically put the item in their baskets for checkout. Payment options can also be implemented into the chatbot, allowing customers to complete their purchases through the chatbot.
Efficient Refunds and Returns
Generally speaking, when a customer needs a refund, they have to reach out to a customer service agent by email. However, with an AI chatbot, customers can request a refund without having to go through the typical process, making refunds and returns much more convenient. AI chatbots can provide customers with all the necessary information and record the reason for their requested refund.
5 Benefits of Implementing an eCommerce AI Chatbot on Your Website
Adding an AI chatbot comes with several benefits, some of which we discussed above. Here are some more reasons for you to implement an eCommerce AI chatbot on your website.
Provide 24/7 Customer Service
AI chatbots can provide customer service 24 hours a day, 7 days a week without needing breaks, days off, or sleep. They are always available to immediately respond to customer issues, no matter the time of day. This ensures customers can get their questions answered or issues resolved whenever they need it, even outside typical customer service hours.
Reduce Labor Costs
By automating common customer service tasks like answering customer concerns, providing account information, and handling returns, AI chatbots reduce the need for large teams of human customer service agents. This means that companies can save significantly on labor costs by using AI chatbots instead of customer service agentsHuman agents will then be available to focus their time and effort on solving more pressing issues.
Improved Speed of Service
AI chatbots can respond to customers almost instantly, leading to much faster service compared to waiting for a human agent to become available. Essentially, simple questions will get answered right away, while complex issues can be efficiently routed to the right human agent. This radical improvement in response times ultimately leads to higher customer satisfaction rates.
Chatbots powered by AI can understand and converse in multiple languages if trained appropriately. They can be programmed to automatically detect the customer’s language and serve them in their native tongue. Rather than needing different agents for different languages, one chatbot can serve a global audience in the language they prefer.
Improved Customer Safeguarding
Unlike human agents, chatbots are incapable of getting frustrated, impatient, or upset with customers, as their responses are programmed to always be courteous and helpful. There is no risk of bad moods, burnout, or poor behavior from an AI chatbot, ensuring a consistently positive experience for customers.
eCommerce AI Chatbots by Idea Maker
After reading this article, we hope that you’re convinced as to the benefits of eCommerce AI chatbots. If you’re interested in developing and implementing your own AI eCommerce chatbot, Idea Maker can help. We have a team of expert software developers at your disposal, dedicated to delivering excellence. Schedule a free consultation with us today to learn more.