Chat with chatbots
Chatbots have become an important part of the e-commerce shopping experience. They answer questions, provide information, and help customers along in their buying journey.
Though they may never replace human beings entirely, they are central to many e-commerce-related interactions.
Because they can be everpresent, chatbots are vital for keeping customers and potential customers engaged with a brand.
Chatbots offer personalized content automation
Chatbots run off of artificial intelligence technology, so they have the smart technology needed to compile data, analyze it, and then make informed decisions based off it.
When interacting with customers, this technology allows a chatbot to recommend content to customers based off of previous conversations, purchase histories, and other buying trends, totally unique to the individual customer.
Bots will become even more human-like
The secret is natural language programming, or NLP. The NLP is a special sort of programming that allows the bot to respond in complete sentences that flow naturally.
Using more specific dialects and allowing for pauses or small sounds puts the customer at ease in the idea that they’re talking to another person. The NLP effectively makes customer service easier for everyone involved.
What makes a good chatbot
The chatbots that work best are those that are essentially human-like, and for that reason companies should hold their chatbots to the standards that apply to their human employees.
Chatbots also need to be able to remember past interactions with a particular customer and provide customized, relevant service.
Ultimately, the best chatbots are those that produce the most positive outcomes from their interactions with customers.
As technology improves and natural language and artificial intelligence capabilities increase, chatbots are likely to become more indistinguishable from humans.
There will continue to be increasing interactions between humans and bots, particularly on the back end, as human employees refine their chatbot counterparts to be more human-like.