E-commerce sells both products and brand ideas to online shoppers by implementing advanced technologies in marketing strategies. AI chatbots are helping e-commerce site owners to understand their target audience and their journey. There are so many advantages of chatbots in the e-commerce business, and chatbots enhance the customer journey exponentially.
AI chatbots regularly learn from the interactions of humans and make the conversation look more natural like, a real-life experience. Different types of e-commerce businesses benefit from AI chatbots in various ways.
Types of E-commerce Business and Advantages of Chatbots
Business to Consumer(B2C)
Business-to-consumer e-commerce sells products and services directly to consumers. The landing pages of e-commerce B2C sites use AI-powered lead bots to understand the customers’ needs and qualify them as clients.
B2C businesses can develop their products and services around the customers’ preferences with AI chatbots. AI chatbots converse with the customers and understand their preferences. For instance, if a chatbot asks customers about what they are looking for, customers can state their preferences, so that chatbots recommend relevant products. If a customer doesn’t find the product on the site, chatbots will show them other relevant products to choose from. B2C e-commerce sites can increase their sales by using AI chatbots to understand their customers.
Business to Business(B2B)
B2B e-commerce business needs influential communication with their clients. Business-to-business e-commerce makes the sales between one business to another. There are many advantages of chatbots in B2B business.
Leadbots with Artificial Intelligence technology helps in generating the leads for B2B business. As mentioned above, AI chatbots communication is more natural than programmed chatbots and has the business objective to convert visitors into leads. One of the main objectives of chatbots is to resolve the questions of the customers and direct them to the business goals.
AI chatbots in B2B sites resolve the questions of the clients and encourage the customers to take action. The first and foremost advantage is, AI chatbot reduces the time of business owners to qualify the leads. Some of the lead qualifying questions of AI chatbots are:
- AI chatbots can ask about the budget range of the clients to determine whether they are a good lead for the business.
- Lead qualifying questions can also look like ‘What brought you here?’; business owners can understand the clients’ notion with questions like this.
- Chatbots can also ask about the price concern to qualify the customers as leads.
Consumers to Consumers(C2C)
E-commerce site owners use chatbots to push sales and increase customer engagement. AI chatbots increase customer engagement substantially by natural conversation. Consumer to consumer is another type of e-commerce site that makes the sales between one customer to another.
C2C business is also known as an online auction site. AI chatbots in C2C sites benefit the third-party platform to make sales by funnels customers towards the most engaging content to suit their needs. AI chatbots are similar to sales representatives and understand the latest sales trends in C2C commerce. Key advantages of chatbots in C2C commerce are:
- Direct the customers to the relevant products by conversing with them.
- Chatbots understand the sales trend with the conversational marketing strategy.
- AI chatbots increase the sales of a C2C e-commerce site by directing customers to their needs.
Benefits of Artificial Intelligence in Chatbots : Advantages of Chatbots
Chatbots are online sales representatives and actively analyze the customers’ preferences through conversation. Have you ever wondered how chatbots understand the human language? AI chatbots learn from human conversations to respond like a real person. Natural language processing in AI chatbots helps chatbots to understand the human language
1. Human-Machine Communication
Chatbots enhance human-machine communication with the help of artificial intelligence. Compare this to rule-based chatbots where the response to any question is programmed and comes across as mechanical, non-engaging.
The conversation between customers and rule-based chatbots doesn’t easily jump from one question to another. AI chatbots, on the other hand, enhance human-machine communication and link previous questions to another question. By linking one question to another, AI chatbots can give personalized responses to the customers’ questions.
2. Human Agents vs AI chatbots
Human agents behind live chats can understand the emotive questions and respond accordingly. While handling repetitive questions, humans might get frustrated, which is where AI chatbots play a vital role.
AI chatbots can handle multiple repetitive questions 24/7. You might wonder how AI can handle the questions better than humans? It is certainly difficult for Artificial Intelligence to handle the questions alone! There were many instances in the past where AI without human supervision responded with rude comments to customers’ questions. Supervised AI chatbots can tackle many questions and easily rectify both machine and human errors.
3. Customer Data Security
AI chatbots track the customers’ journey through the previous conversation data. Protecting the customers’ privacy is essential while collecting information from the conversation.
As stated above, online business owners should regularly test and update the AI chatbots. AI chatbots shouldn’t ask obtrusive questions that jeopardize the customers’ privacy. Ochatbot features can help online business owners to develop a customer-centric business by protecting customers’ privacy.
4. Connecting Product Recommendations
AI chatbots should connect the product recommendations to sell the products to customers.
A website visitor might not have intended to buy a product from the e-commerce website, but AI chatbots encourage them to buy the products with effective communication. AI-based chatbots can sell e-commerce services to customers efficiently by connecting the product recommendations.
5. Page Targeting with E-commerce Chatbots
AI-powered chatbots like Ochatbot engage the users in conversation by targeting the different website pages. Chatbots ask questions to the customers based on the page where the customer is browsing.
Page targeting is an efficient way to encourage the customers to buy the service/product of an e-commerce website.
Also Read: 7 Benefits of E-commerce AI Chatbots
AI-powered lead bots and e-commerce chatbots benefit the different types of e-commerce businesses in understanding their customers. Supervised Artificial Intelligence in chatbots connects both machine intelligence and human intelligence.
The advantages of chatbots in e-commerce business can vary from one e-commerce business to another. Training the chatbots and supervising the conversation with human agents enhance the customers’ experience. If you are planning to start an e-commerce business, setting up an AI-powered chatbot is an effective way to optimize the conversion.
Frequently Asked Questions
What questions should a chatbot ask?
Chatbot questions can differ from one e-commerce site to another. Online business owners should insert their business objectives in the chatbots to help make the customers take action beneficial to the needs of the business and the customers themselves.
What is a flow-bot?
Flow-bot is one of the types of chatbots that doesn’t have artificial intelligence technology behind it. Flow chatbots are also known as rule-based chatbots and allow the customers to choose from the branching questions.
What are all the disadvantages of unsupervised chatbots?
Chatbots without human supervision can misunderstand the sentiments of the users and interpret the message with racist/misogynist comments.