Looking ahead to 2022, small, medium and large e-businesses are beginning to prepare their strategies for the coming year. In a context where we find ourselves going through a new technological revolutionit is essential for companies to stay ahead of new digital trends and start thinking about including chatbot for customer service.
The Fourth Industrial Revolution or Revolution 4.0 it is determined by the transition towards new systems of digital, physical and biological technologies, among which artificial intelligence predominates.
This big change has the potential to raise income levels globally. Today we will tell you how to keep up to date, in this new revolution, by using chatbot with artificial intelligence.
Currently, chat media play an important role in the internet sales process. Users come to our digital businesses with a need in mind that they seek to solve and it is our responsibility to provide them with constant support to improve their shopping experience. It is not for nothing that 64% of customers expect to be served in real time, regardless of the time or medium they use.
And while this may sound like an impossible mission, it is completely achievable through the implementation of AI chatbots.
What are chatbots?
The word “chatbot” arises from two concepts:
- Chat: The process of talking or conversing across devices by writing.
- Bot: Software that executes automated tasks over the Internet.
A chatbot is a mixture of both factors. It’s about a software based on Artificial Intelligence equipped with the ability to read and interpret conversations with humans through chat. A well-trained chatbot should be able to understand and resolve our users’ queries efficiently and in real time.
Generally, in addition to having a chat installed on your website with a cart, chatbots are applicable to different messaging media, such as Facebook, Instagram, Telegram, etc. This type of application allows us to provide users with a omnichannel experienceallowing users to resolve queries in their preferred chat media.
AI offers companies several benefits which we will talk about later, but it is important to consider from the beginning the tendency of users to use mobile devices and messaging applications to understand the importance of this type of technology.
How do AI chatbots work?
Chatbots work through tools such as the PLN (Natural Language Processing), machine learning, sentiment analysis human and several others that provide these software with the necessary intelligence to solve our queries. Let’s explore these tools further:
Artificial Intelligence (AI)
is the simulation of human intelligence by machines and software. It works through combinations of algorithms that give systems the ability to perform human tasks such as decision making.
Natural Language Processing (NLP)
Is a branch of AI that helps computers read, understand, and make sense of human language. The PLN has different uses depending on the type of software to which it is going to be applied, but in the case of chatbots it is mainly used so that they can understand the context and meaning of a user’s message and react to it correctly.
Machine Learning
Is a branch of artificial intelligence that allows machines to learn without being programmed for this specific purpose. An essential skill to make systems that are not only intelligent, but autonomous and capable of identifying patterns in the data to turn them into predictions.
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sentiment analysis
It is a subfield of computer science that uses NLP and machine learning to measure the sentiment and tone of a text or spoken language. It allows AI assistants to analyze user messages and identify whether the person’s attitude towards certain products or services is negative, positive or neutral.
What is conversational commerce?
It is a strategy supported by technology and artificial intelligence to optimize the relationship between a company and its customers. The goal is to provide constant support and attention to users to achieve a pleasant and comprehensive shopping experience.
The processes of chat-commerce they are powered by artificial intelligence, with virtual assistants programmed to help you find the specific products you are looking for, resolve your queries, provide support and advise you regarding the status of your order. The end result is an increase in the conversion rate.
But the chat-commerce process does not only cover the during the purchase, but also the goal is to achieve a frictionless experience, including before and after the purchaseachieving continued loyalty from our customers.
Benefits of using chatbots
After learning more about this technology, the time has come to share some of the benefits that the implementation of chatbots with artificial intelligence in online stores:
Constant customer service
Your AI assistant will work 24 hours a day, 7 days a week; complying with the expectations of users of instant attention regardless of the schedule. Your chatbot will be working non-stop to manage the queries you receive regardless of the time of day.
FAQ automation
Many times your consumers have questions that are frequent and easy to answer, for which they do not want to waste too much time. Your AI chatbot will be able to answer these queries, saving your customers time and allowing your team to focus on other important tasks.
Lower costs
You will prevent your team from spending time resolving queries that are fully manageable through an AI chatbot, reducing costs and being able to invest that time in other areas.
Database growth
Chatbots have the ability to collect the data that users give them, allowing us to expand our database and learn more about them and their needs. With this database you can carry out marketing actions to complement your strategy.
personalized attention
You can configure your AI chatbot so that solve the specific needs of your clients, adapting to the context and category. This is enriched through machine learning, increasingly optimizing the customer service process.
Increased return on investment (ROI)
84% of companies that dedicate effort and budget to optimizing the customer experience report . And 64% of people prioritize the quality of customer service at the time of the purchase decision.
Improved brand image
Through the implementation of an AI chatbot, the client will feel more accompanied by the company, this being a medium that offers constant support. This, in addition to the implementation of cutting-edge technologies, will improve the image of our brand, providing a sense of closeness and innovation.
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omnichannel experience
Assistants with artificial intelligence allow the management of our users in their preferred means of chat; you can manage their queries through your online store or social networks like , , WhatsApp and more, always providing an optimized and integrated experience.
massive audience
Chatbots have a multi-agent system that allows access to massive audiences. You will be able to expand your attention channels to different social networks, accessing a much broader audience and managing queries from a large number of users at the same time.
User satisfaction
In addition to the sentiment analysis ability of some chatbots, you can incorporate polls at the end of the conversations or during them to measure the level of satisfaction of your customers and identify possible improvements if they are necessary.
What will the future of chatbots look like in e-commerce?
According to studies by , the company (multinational IT and consulting professional services company) and internal data from (specializing in artificial intelligence and e-commerce), artificial intelligence will play a fundamental role in the global production and income generation chain from 2022.
It is projected that the adoption of the same will grow more than 150% over the next year. Hyper-automation could project an investment of around 596,000 million dollars.
With the implementation of technologies with artificial intelligence in the processes of sale, marketing and, companies will be able to increase their income by up to 38% during the following year. Also, a 45% of projected economic gains by 2030 will come from artificial intelligence solutions.
72% of managers believe that artificial intelligence will be the main competitive advantage in companies. Lastly, the global chatbot market is expected to reach $1.23 billion by the year 2025 with a compound annual growth rate of 24.3%.
conclusion
As we can see, the world of artificial intelligence and omnichannel chatbots is growing by leaps and bounds. Therefore, we want to help you to be ready for the new technological revolution with the implementation of an AI chatbot in your it can be the trigger of a new era in your business.
You can request your and start falling in love with this technology that will boost your business.
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