Customer Service 2.0: Conversational AI Makes Every Shopper Feel like a VIP

Providing a superior shopping experience for shopper has always been a key component of a successful company. But in this day and age, it is more important than ever to improve the shopper experience for customers. With the improvements that have been made in Artificial Intelligence (AI), companies are now able to provide their consumers with a new level of service. Conversational AI is revolutionizing how companies connect with their consumers or shoppers for their shopping experience.

What is Conversational AI?

There is no doubt that Artificial Intelligence has become the most popular term in recent years. Because of the enormous influence it has had on both our lives and our jobs, it is not surprising. One specific aspect of a company’s operations that stands to gain the most from Artificial Intelligence is customer service. Customer service that is powered by Artificial Intelligence has the potential to enhance the user experience, grow enterprises, optimize the responsibilities of support personnel, and save expenses for organizations.

Although there are several instances of Conversational AI applications that are now being utilized across various sectors, such as chatbots, speech bots, and so on, it is important to note that not all projects involved in Conversational AI are made equal. It has been shown via the findings that those who have achieved the greatest success rate are more strategic in their creation and application than their counterparts who are rushing to the marketplace.

Artificial Intelligence vs Conversational AI

Artificial Intelligence vs Conversational AI

Firstly, there is a differentiation to make between the uses of Conversational AI with Artificial Intelligence broadly. The field of Artificial Intelligence comprises all aspects of computer science that are concerned with “teaching” robots to contemplate and behave in the same manner as humans, and it does not necessarily require language. Current applications of Artificial Intelligence include, for example:

  • The identification of faces and objects in photographs
  • Driverless automobiles such as Tesla
  • A test of the velocity of the flow of traffic made by Google Maps
  • Determining the meaning of emoji about their context
  • Protection from duplicitous activity and forecasting of fraudulent transactions
  • When it comes to money, credit decisions, and risk valuations

Introduction: Importance of Customer Service in Modern Retail Landscape for Shopper

Service to customers is more important than it has ever been in today’s retail environment, which is characterized by a high level of competition and a fast-paced environment. A wonderful in-store experience may be attributed to a variety of factors, including the items, the prices, and the vibe of the shop, among other things. It is, however, the quality of the customer service that is provided that will make an impression that will stay.

Keeping up with these intensified consumer potentials may be difficult for organizations, particularly as the number of contacts with customers continues to increase. When a transaction has been done properly, it is a good idea to offer more things or items that are complementary to the purchased product. Conversational AI Solutions comes into play at this point.

Why you must have Conversational AI in Online Business?

The digital revolution in shopping is all about separating profitable enterprises from the competition, thanks to the business insights and speed that such technologies can provide. Many firms from those that are not successful. There is a multitude of advantages that could be accredited to using AI in supermarket corporations; nevertheless, the following are five of the most important advantages that merchants could rely on:

1) Old-Style Retailers could connect

They are required to attach and engage with clients in a customized way that is distinctive and amazing through all touch points to captivate customers. This is because it’s a multitude of inventive rivals that are giving shoppers the huge shopping understandings.

2) Making an Exciting Knowledge

Retailers have to differentiate the items and also provide customers with engaging facilities and practices to maintain their customers’ attention. Retailers can submit the initiative with modernization instead of responding to modifications if they incorporate predictive analytics into the procedure of gathering additional market knowledge.

3) Construct Visions via Data, which is not Identical

Stores are confronted with the attack of data via every element of the organization, including the supply chain, shops, and clientele. To translate these diverse data sources into plans that put the customer first, they have to examine the client’s responses and comments.

4) Sync Retailing in both Virtual and Offline Settings

Treating these kinds of channels as separate corporate elements creates friction for shoppers who are looking for a seamless shopping experience and contributes to operational inefficiencies. There are often distinct sets of goals and approaches that are used in both electronic and physical buying situations.

5) Provide Support for Shoppers

Retailers are required to think twice about the old supply chain support of biological systems, which can respond quickly to the changing behaviors of shoppers and are adaptive and flexible in their design. This is necessary to meet the expectations of a broader spectrum of shoppers who are transitioning from old shopping techniques to new ones.

Types of Conversational AI in Online Industry

Conversational AI in online industry

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Robotic Chefs

As if you couldn’t believe it, there are even robotic chefs that are now available on the open market. Even though the technology is not inexpensive at the moment, it has the potential to become more widespread in the years to come, much as automated check-out devices have been widely used in supermarkets. Because of technological advancements, a significant number of individuals working in the hospitality industry may become obsolete. Furthermore, for the few employment that will be available, there may be the issue of occupational dangers and the legal consequences that come along with it.

Voice-Activated Digital Assistants

We all make use of digital voice help on occasion, and it is a feature that can be found in the majority of smartphones. In addition to enabling the user to access information using voice synthesis, they also enable the user to perform a search by utilizing vocal commands. Quite a few households are equipped with individual voice bots that are improving lives such as activation and deactivation of the radio, the purchase of train tickets, and the transmission of messages to loved ones.

Natural Language Processing

Natural language processing, often known as NLP, refers to the capacity of a computer program to comprehend human language in both its spoken and written forms. In the process of natural language processing, there are three primary processes. The first step is for the computer to scan the language. Following that, it can comprehend it. Last but not least, it comes up with an answer.

The use of Chatbots 

Bots that can replicate human communication via text or speech are known as chatbots. These robots may be programmed to do so. They can be included in websites or chat systems, which enables consumers to communicate with them in real time. Chatbots can give rapid service, answer commonly asked inquiries, and aid with product suggestions since they can comprehend natural language and reply smartly.

Real-world examples of successful implementations of Conversational AI in Customer Service

Let’s have a look at some instances of practical applications of Conversational Artificial Intelligence in customer service that have been created in the real world.

1. Sephora

This well-known cosmetic company has used a chatbot as part of its strategy for providing customer assistance. Through the use of Conversational Artificial Intelligence, the chatbot at Sephora can help clients locate the appropriate goods, respond to their inquiries, and even provide individualized beauty advice. Sephora has been able to improve its product offers by generating significant data insights via this interactive and responsive strategy, which has not only led to an increase in customer pleasure but has also enhanced consumer contentment.

2. Domino’s Pizza

Domino’s Pizza has used Conversational Artificial Intelligence to accelerate and simplify the ordering procedure. Now, customers may easily make their purchases by using voice commands or chatbots to communicate with sales representatives. This creative strategy has dramatically cut down on the amount of time required to place an order, which has resulted in increased convenience for customers and increased consumer loyalty.

3. Bank of America

The banking sector is not too far behind when it comes to adopting Conversational Artificial Intelligence, as shown by Bank of America. Virtual assistants have been effectively used by Bank of America to give consumers individualized counsel about their financial matters. The usual banking duties that these virtual assistants can undertake include checking account balances, making payments, and even offering financial tips. Customers who are looking for support have seen shorter wait times as a consequence of this, which has led to increased customer engagement.

4. Adidas

To improve the entire purchasing experience, Adidas has included Conversational AI in its customer support contact channels. Chatbots are now available for Clients to engage with to get suggestions for the products, check the progress of their orders, and handle any difficulties that they may be experiencing. With the usage of this proactive strategy, not only has customer happiness increased, but Adidas has also been able to collect vital consumer data, which has enabled them to enhance their marketing and sales tactics.

Some Advantages that may be observed using Conversational AI

  • Customers can avoid the laborious task of choosing the items that match their demands by making use of the tailored shopping experiences that may be provided by Conversational Artificial Intelligence.
  • At first glance, the implementation of Conversational Artificial Intelligence may seem to be a challenging undertaking. Companies can abandon the idea and continue operating their usual virtual shop if they have completed all of the necessary computing and building of a solid AI chatbot.
  • The ability of a company to offer its clients replies and answers anytime they need them leads to a rise in customer satisfaction, which in turn leads to increased consumer loyalty to the specific company.
  • The use of Conversational Artificial Intelligence allows organizations to alleviate the burdens that their workers are under, allowing them to work more effectively and increase their overall productivity.
  • Customers develop a deep affection for a company when it offers them a remarkable customer experience and provides them with attentive customer assistance. As a result, they become devoted brand ambassadors and champions for the company, and they suggest it to their friends, family members, and coworkers.

Bottom Line

In conclusion, Conversational AI might transform retail customer service for shoppers to give good shopping experience. Chatbots and virtual bots offer 24-hour help, rapid replies, and consistent service. They can answer client questions like product suggestions and order tracking without human interaction. Business time and resources are saved, while consumers get fast support when needed.

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