Conversational commerce is a type of commerce that involves conducting business through conversation. This can be done using chatbots on messaging apps or websites, as well as voice assistants that use speech recognition, natural language processing, and artificial intelligence. It is an exciting development in the world of tech and business.
In the eCommerce industry, direct personal experiences and social conversations play a significant role in defining brand value. Conversational commerce, powered by rules and artificial intelligence, allows online shoppers and brands to interact with each other through chat and voice interfaces.
Most people use text messaging to communicate with friends and family, so it’s surprising that businesses haven’t adopted this method yet. Conversational commerce brings commerce into the familiar and personal context of messaging apps, making it more convenient for businesses and customers.
Providing customer service via AI can be challenging for businesses as there are many use cases to consider. They need to rethink their customer relationships when setting up a conversational business.
Conversational commerce is similar to the in-store retail experience, but it differs in that it involves quick interactions rather than extended conversations. It is a fast-paced technology that is constantly getting faster.
Conversational systems are not limited to voice assistants like Amazon’s Alexa or Google Assistant. They can be found in phones, applications, business chatbots, and even cars. A significant number of consumers use voice AI for product research and purchases, and the use of mobile messaging apps is expected to increase in the coming years.
To create successful chatbots, it is essential to consider the user experience, layout, tone of voice, and approach. Conversational experiences can add value to every stage of the customer journey, from making a first order to answering product-related questions.
Conversational commerce allows businesses to have two-way communication with customers and draw potential customers, increase sales, personalize experiences, and improve customer satisfaction.
By incorporating conversational commerce into their operations, businesses can make automated interactions feel more human and reduce the number of steps customers need to take to complete an action. Reports show that stores using conversational commerce increase annual revenue and that users are open to purchasing items through a chatbot.
The future of customer interactions is predicted to be managed by AI without human involvement, according to a report by Gartner.
Human-centered design and personality by design are approaches that focus on creating humanized experiences through advanced technology and chatbot interaction styles.
In order to succeed in conversational commerce, businesses need to keep in mind several important factors. Firstly, customers should be able to engage in conversational manner when talking to bots. It should be clear when they are speaking to a bot instead of a human. AI intent recognition and NLP support can present challenges but also create opportunities. Visual information, such as product images and videos, can be presented to users alongside text and emoji. Finally, businesses need to be where their customers are, using platforms like Messenger, WeChat, and Slack to connect and engage with them.
In summary, conversational commerce is an exciting development in the tech and business world. It offers quick results and easy implementation, accurate and scalable results, and facilitates user engagement and positive user experiences. Conversational commerce has the potential to redefine the way businesses operate and provide more opportunities for personalization.