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If there is one industry that is breaking with the use of AI, it is that of eCommerce. The integration of artificial intelligence (AI) in e-commerce is a response to the need to continue improving the user's shopping experience and to adapt to changes in buying behavior and the peculiarities of current life.
One of the most versatile and powerful applications of AI in ecommerce are bots, because not only do they help with customer support or the optimization of internal processes, but they also directly drive sales. Below we will explain some of the applications of AI-powered bots in eCommerce.
Bots to provide immediate answers to frequently asked questions
Un GenAI bot FAQ It is an excellent tool for answering repetitive questions and providing fast service. These bots can instantly respond to customer inquiries, providing detailed information about products, prices, shipping policies, returns, and so on.
This quick response can help Close sales that could otherwise be lost if they were waiting for the attention of a human agent. inConcert has documented a -88% in average resolution time With the InConcert GenAI bot vs a human agent. The advantage of this type of bot is that in addition to improving resolution times and SLA, it understands the context in all languages, improves customer satisfaction and learn with every interaction, this means that over time, these bots become more efficient and accurate, leading to continuous improvement in service quality.
Imagine that a customer is browsing an eCommerce in search of a new mobile phone. During your search, the question arises: “What will be the technical specifications of the camera of this particular model?” At this point, the GenAI FAQ bot comes into action. The customer types in their question, and the bot immediately provides an accurate and detailed answer to the phone's technical specifications, including details about the camera.
The speed and accuracy of the bot's response meet the customer's need for immediate information, giving you the confidence you need to continue with the purchase. Without the bot's assistance, the customer might have had to search through several pages or even leave the site to find the information, which could have resulted in a loss of interest and, ultimately, a loss of sale.
Bots for personalized product recommendations
Los AI bots connected to the CRM of an eCommerce can analyze purchase history and user behavior to provide highly personalized product recommendations. By taking advantage of the data collected, such as previous purchases, searches made, products viewed and items abandoned in the cart, bots can provide accurate and relevant suggestions at the right times.
The bots can send reminders about products of previous interest, personalized promotions and notifications about special events or discounts, all adapted to the individual preferences of each customer. This proactive, personalized interaction helps keep customers engaged and increase sales, creating a more satisfying and engaging shopping experience.
For example, if a customer showed interest in a winter coat last year but didn't buy it, the bot can send a reminder with a special offer for the purchase of coats at the start of the next season and even generate some kind of personalized message such as “Surely you were cold not buying this model, do you want to explore winter coats this year?” This is possible thanks to the Bot-CRM-tool integration of marketing automation.
Bots to guide customers through the buying process
La Multimodal AI has great potential in the use of bots in eCommerce. A bot that not only reads text, but that interpret images, links, voice or even video, can understand in depth the customer's purchase intention. These bots play a fundamental role in guide customers through the buying process, providing a smooth user experience with a focus on closing sales.
Imagine a scenario where a customer visits an online store looking for a new bike. With a multimodal AI bot, the customer can simply take a photo of a couple of models they like and send it to the bot. The bot can analyze the image, identify model and brand, and provide the customer with detailed information, such as availability, pricing, and related inventory options.
It can also help you select the right size, additional accessories, and finally complete the transaction by offering different payment methods, such as credit card, payment in a single exhibition or deals with installment credits to make the purchase more attractive.
Bots for predictive upselling and crosselling sales
Un bot that recommends complementary products or better versions of the products chosen, it helps to increase total sales thanks to the intelligent automation. It also monitors competitors' prices and adjusts product prices accordingly. This helps keep pricing competitive and maximize revenues.
Imagine a scenario where a customer is about to buy a digital camera at an online store. An AI bot integrated into the platform can analyze the characteristics of the camera that the customer has selected and suggest complementary accessories, such as memory cards, tripods or protective cases. In addition, the bot could recommend a higher version of the camera with additional features that might interest the customer and send the direct link for the purchase.
When using predictive algorithms, AI bots can analyze customers' past behavior and predict their future actions. This allows eCommerce to anticipate customer needs and offer relevant products at the right time, increasing sales opportunities.
Without a doubt, the popularity of bots in this industry is based on the digital and technological nature of ecommerce and the ability of bots to offer better customer experiences while maximizing marketing investments, optimizing operations and increasing sales. A chatbot is an ideal complement, native and well received (and even expected) by the current buyer. Customers who shop online are familiar and comfortable with digital interaction, making the adoption of bots more natural.
Have you already implemented a bot in your ecommerce and do you want to get the most out of it or do you want to implement one from scratch? Get in touch with one of our executives and we'll help you with this process.
