How New-Age Brands Leverage Conversational Commerce On WhatsApp To Build Loyalty, Drive Growth

It has raised around $16 million in funding to date, and is currently in conversations for more. Now a startup called XGen AI is unveiling its own suite of AI tools that it says will empower other e-commerce brands to compete for shopping dollars without employing AI experts in-house. I get asked this question quite a bit, and I typically respond with, “It really depends.” It depends on a lot, actually. It depends on how much information conversational ai for ecommerce and data you have about your customers and their buying journeys. CMSWire’s Marketing & Customer Experience Leadership channel is the go-to hub for actionable research, editorial and opinion for CMOs, aspiring CMOs and today’s customer experience innovators. Our dedicated editorial and research teams focus on bringing you the data and information you need to navigate today’s complex customer, organizational and technical landscapes.

AI technology can effectively speed up and streamline answering and routing customer inquiries. This is thanks to increasing online purchases and the growth of omnichannel retail. Gartner predicts chatbots will be the main customer service tool for 25% of companies by 2027. Ecommerce chatbots can help retailers automate customer service, FAQs, sales, and post-sales support. Interaction with customers has forever been crucial to effective marketing, but with the advent of ecommerce, this facet of business development was difficult to attain.

Amazon – Prompted questions

Zowie’s AI chatbot pulls customer data such as location, behavior, and purchase history to deliver personalized experiences across channels. It has add-on features, such as a shopping assistant, designed to increase conversions and average order value. Because the AI chatbot understands natural language, it can provide a helpful answer without requiring the business owner to anticipate each question and script a response in advance. These types of chatbots essentially function as virtual assistants for shoppers, automatically handling more complex customer service tasks with minimal need for human assistance.

Their ability to pre-train on large datasets, understand context, and generate coherent, complex responses makes LLMs versatile for all kinds of language-related tasks. Examples of LLMs include OpenAI’s Generative Pretrained Transformer (GPT) or Google’s Language Model for Dialogue Applications (LaMDA). In 2021, the Egypt-born AI startup embarked on a pivot, targeting corporates and enterprises instead of small businesses as it directed its efforts toward knowledge mining and retrieval augmented generation (RAG) domains. Back then, the buzz around large language models hadn’t yet taken off as they have now — and DXwand aimed to create a knowledge graph that eliminated the need for customers to label data manually. This approach allows it to pre-label data, facilitating faster onboarding of more clients and supporting sophisticated use cases, ultimately aiding enterprises in adoption. DXwand, a Cairo- and Dubai-based startup that leverages conversational AI to help businesses in the Middle East automate customer service and employee assistance, has raised $4 million in Series A funding.

WhatsApp is building out a product catalog for businesses that enables consumers to discover products and services directly in the app. Even Apple entered the market with Business Chat, which already allows for purchases made through iMessage chats. Channels like WhatsApp, Instagram Direct, SMS, etc have become essential channels for conversational commerce.

In particular, questions around order status, refunds, shipping, and delivery times. Keep a close eye on user engagement, sales funnel impact, and customer satisfaction. Create a cadence for your team to track, analyze and respond to this valuable data on a regular basis. Again, setting up and tracking chatbot analytics will vary depending on the platform. This comes out of the box in Heyday, and includes various ways to segment and view customer chatbot data. By doing so, you’ll get a good idea of what features you and your customers need from a chatbot.

E-Commerce Times Channels

According to Bidpath, AuctionPay simplifies payment processing, offering affordability and efficiency to enhance core operations. Bidpath aims to boost bidder participation and reduce transaction fees by ensuring a seamless and secure payment process. Mastercard and Worldpay are enhancing the transaction experience by helping merchants resolve payment disputes faster and with fewer chargebacks. Through the partnership, Worldpay, a global payment technology provider, will offer Mastercard’s Alerts to its 1 million merchants worldwide.

This would help deliver intelligent services and technologies for evidence-based health and focus on preventive and collaborative care. The Asia Pacific region is projected to witness the fastest growth rate during the forecast period. The growth is attributedto increasing awareness among organizations about innovative customer support services and technologies. These bots also play a crucial part in providing vital healthcare information to specifically targeted people at the right time. Healthcare or Medical chatbots can be implemented to achieve various objectives, from revealing valuable insights and improving healthcare systems to assisting medical personnel and improving patient experience.

They’re always available and never get tired of answering the same question. FAQ chatbots can answer questions, and push customers to the next step in their user journey. Although the current crisis has accelerated the shift towards ecommerce, consumers are still missing the brick-and-mortar experience, and retailers are evolving to keep up. According to a recent McKinsey survey, consumers continue to shift to online shopping across different categories, with half of Americans planning to spend more online than in-store for the upcoming holiday season.

Enhanced customer service and experience

Its conversational format has exploded in popularity, with many use cases showing ChatGPT tools answering follow-up questions, rejecting inappropriate requests and taking prior context into consideration. While OpenAI continues to offer free access to ChatGPT, the company has also introduced a $20 monthly subscription plan with benefits like faster response times, and priority access to new features and improvements. AI-powered C-commerce is the way ahead for optimising customer support and enhancing customer experience. And ecommerce brands that can implement it fast are bound to secure a first-mover advantage in a fiercely competitive retail world.

Having identified target keywords, one can ask the AI tool to outline and draft content around them. OpenAI’s ChatGPT has generated tremendous interest in artificial intelligence and natural language software since it launched last year. Learn how to join the discussion and drive sales with conversational commerce. Conversational AI can make your customers feel more cared for and at ease, given how they increase your accessibility.

According to Forbes, Ada has partnered with OpenAI to use GPT-3.5, the large language model behind ChatGPT, to improve Ada’s abilities with customer intent, enabling the bot to formulate and improve answers on its own. In its quest to elevate customer experiences, Flipkart employs various AI-driven initiatives. For instance, regional language interfaces are employed to break language barriers, making online shopping accessible to a wider audience. Intelligent recommendation engines utilize sophisticated algorithms to tailor product suggestions based on individual customer preferences, enhancing personalization. Image and text search capabilities, including the ‘Immerse’ feature, facilitate intuitive product discovery, reminiscent of traditional shopkeeper interactions. Virtual Reality (VR) and Augmented Reality (AR) integration allow users to virtually experience products, aiding in informed decision-making, while voice-based shopping functionalities offer added convenience.

To be able to offer the above benefits, chatbot technology is continually evolving. While there’s still a lot of work happening on the automation front with the help of artificial technology and machine learning, chatbots can be broadly categorized into three types. The technology is equipped to handle most of your customer support queries, leveraging the data already available on your website.

This convenient, real-time assistance makes shopping efficient and helps reduce cart abandonment – globally varying between 59.2% and 79.8%. Generative AI is revolutionizing the online shopping experience by enabling virtual try-ons. Paris-based company Veesual allows consumers to use virtual fitting rooms to select models and outfits, enhancing the digital shopping experience. They partner with French fashion brands such as La Redoute, Jules, and Gemo, integrating their technology to offer a more interactive shopping interface. Meanwhile, advancements in smartphone technology have made 3D body measurements widely accessible, with computer vision and AI working together to generate personalized size profiles. Oxford-based B2B startup Aistetic has developed a platform that uses 3D body scans to provide precise measurements, aiming to decrease return rates and promote sustainable practices in fashion.

When brands choose to undergo this digital transformation, the business outcomes can be huge. Facing the ongoing conversational AI revolution and ever-increasing CX expectations, brands have a great opportunity ahead. When ordering from a website, you can read reviews to get a sense of whether a new product will work for you, but using chat you can ask for help comparing your options—more like the advice you would receive in-store.

John Kelvie CEO of Bespoken on the Value of Automated Testing for Voice Assistants – Voicebot Podcast Ep 256

Cost savings, better customer service, and multi-channel interactions at scale. Chatbots save retailers time and money by allowing them to customers at any time. Moreover, chatbots solve the age-old problem of failing to convert consumers into paying customers. A WhatsApp chatbot automates the entire task of responding to customer queries, ensuring a high conversion rate.

Generative AI is also creative and tends to improvise when it doesn’t have the answer, which can lead to inaccurate communication or biased responses. Brands need to provide a safe, trustworthy experience to their customers which requires them to create and define AI policy controls and safeguards. Manage customer conversations, create automated messages, and get insights to focus on chats that convert, all from Shopify Inbox.

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You can foun additiona information about ai customer service and artificial intelligence and NLP. However, I do remember the awe and astonishment that came with the idea that I could enter a credit card on a website, and a few days (or maybe weeks) later, I would receive a package in the mail with what I ordered. This early form of digital shopping paves the way for what we now recognize as conversational commerce. In addition to NLP and NLU, technologies like computer vision, predictive analytics, and affective computing are enhancing AI’s ability to perceive human emotions.

One of the great upsides to running a business online is the fact that sales can occur at any time. The only thing that can interfere with that is the sort of shipping, sales, or product inquiries customers might have when there aren’t representatives available. One of the benefits of machine learning is its ability to create a personalized experience for your customers. This means that a conversational AI platform can make product or add-on recommendations to customers that they might not have seen or considered.

By employing predictive analytics, AI can identify customers at risk of churn, enabling proactive measures like tailored offers to retain them. Sentiment analysis via AI aids in understanding customer emotions toward the brand by analyzing feedback across various platforms, allowing businesses to address issues and reinforce positive aspects quickly. Marketing and advertising teams can benefit from AI’s personalized product suggestions, boosting customer lifetime value. Healthcare businesses may see streamlined appointment bookings and feedback collection. Finance and banking institutions can leverage AI for information services and fraud prevention, while transportation may use it to facilitate ride-booking and tracking, elevating the user experience. Generative AI is generic and global in nature, being trained by huge amounts of common-knowledge data available across the internet.

Industries are encountering limitations in contextual understanding, emotional intelligence, and managing complex, multi-turn conversations. Addressing these challenges is crucial to realizing the full potential of conversational AI. Fellow AI uses image recognition to provide real-time inventory management. One of its robot models, NAVii, is equipped with data capture cameras and can travel up and down building aisles to view what items are present. In new product development and cost evaluation, Mondelez International’s use of AI allows for accuracy and efficiency beyond human capacities. “We, however, are a vertical-focused AI offering deep focus in retail and consumer goods.

These technologies allow for the processing and analysis of massive amounts of data required for AI model training. A new survey reveals how and why retailers are leveraging artificial intelligence (AI) technology. HubSpot, a cloud-based ChatGPT customer relationship management (CRM) platform, has added ChatSpot to its suite of offerings—but you don’t have to be a HubSpot user to access it. Julien Hervouet is the CEO of iAdvise, an AI-powered conversational technology platform.

Over 80 percent of customers enjoy the fact that even while using this tool they have their personal data protected, and around 80 percent like when the tool explains the reasons for recommending such products. In this guide, you’ll get a crash course in the differences and common use cases of rule-based chatbots and conversational AI-powered customer service tools. Equipped with this knowledge, you’ll be more prepared to make informed decisions about which automation tools are best for your ecommerce customer service strategy. With the rise of online shopping, customers now expect personalized and easy support from e-commerce stores.

• It can support your customer support team 24/7 in multiple languages for always-on service.
• Conversational AI has the potential to revolutionize the travel and hospitality industries by offering personalized suggestions, booking assistance, and real-time customer care.
• FAQ chatbots can answer questions, and push customers to the next step in their user journey.

If you’ve been using Siri, smart chatbots are pretty much similar to it. No matter how you pose a question, it’s able to find you a relevant answer. A simple chatbot will ask you for the order number and provide you with an order ChatGPT App status update or a tracking URL based on the option you choose. While the relevancy of “human” conversations still remains, the need for instant replies is where it gets tough for live agents to handle the new-age consumer.

A lot of money is funneling in the direction of similar companies such s  Observe.AI’s $125 million, Glia’s $45 million, or the truly enormous $400 million raised by Uniphore. Meanwhile, Gupshup has applied the $340 million raised last year and gone on a buying spree of conversational AI providers specializing in verticals like banking and e-commerce. You can use a flow builder in your conversational commerce tool to map out the steps and questions your chatbot will ask throughout each customer touchpoint. Consumers can chat with company representatives, get customer support, ask questions, get personalized recommendations, read reviews, and click to purchase, all from within messaging apps.