Conversational AI could be the future of brand communication. Photo: Andrewjprokop

Expectations of current e-commerce customers

Demand as well as expectations of consumers are increasing gradually over the years. For those who are new to online shopping, they like speed and autonomy. According to a Gartnet report, 72% of users prefer to text online to inquire about products.

Customers want e-commerce brands to provide them with information at each stage of their purchase. Conversational AI is a method that brands are increasingly interested in to ensure accurate and timely responses.

How does conversational AI help e-commerce brands?

Conversational AI enables e-commerce brands to deploy chatbots and virtual assistants to build effective relationships with customers.

Voicebot AI can understand complex situations and identify human emotions. From there, the chatbot engages in human-like personalized conversations. Chatbots can make customers more satisfied with e-commerce businesses.

Conversational AI is the solution to significantly boost e-commerce sales. Recent reports show that conversational AI helps brands increase sales by 67%.

In addition to the conversational AI application to consult customers through voicebots, the voice search feature is also gradually appearing on some e-commerce floors today.

In Vietnam, Lazada is currently the only e-commerce platform that uses voice search technology “voice search”. Customers can use voice to search for products on the Lazada app.

Voice search also recommends notifications to help shorten the time to choose the right product for your needs, contribute to personalize the shopping experience, thereby increasing the order conversion rate to more than 20%.

Lazada is currently the only e-commerce platform in Vietnam that uses voice search technology. Photo: Lazada Vietnam

The role of conversational AI in improving CX (customer experience)

Conversational AI is becoming a “game changer” on e-commerce platforms. This artificial intelligence can automate queries, saving shoppers time. Google and Amazon are two pioneers in the application of conversational AI, which has since attracted more retail businesses.

Voicebot is extremely useful for older people when shopping online because they have difficulty in drafting. Voice experiences are great for them.

Some of the advantages of conversational AI are convenient, fast, and accessible. This technology also serves customers 24/7, customers do not have to wait. E-commerce brands can use customer data, behavior and preferences to make product recommendations and delight customers through conversational AI.

However, conversational AI also limits the user interface. Conversational AI’s user interface is relatively new and has quite a few holes.

Conversational UI can have an infinite number of unknown inputs. When users talk to a voicebot, just as they speak to another person, what they say is unlimited.

In addition, voice interactions can be affected by unclear pronunciation, background noise, line interruptions, etc. In particular, voicebot can misinterpret what the user is saying if the system receives it. voice form errors.

E-commerce brands need to consider building a voicebot or voice assistant carefully. This is directly related to the quality of your sales service to consumers

Another important factor that e-commerce brands need to keep in mind is the security and privacy surrounding building or deploying voicebots. Vendors use customer data only when necessary and in compliance with relevant regulations.

Conversational AI could be the future of brand communication. It can help sellers build relationships with customers through conversations.

Source: vnexpress.net