by Michael Kammer
Updated: July 21, 2023
There’s no disputing the numbers – eCommerce is booming. After a significant market decline brought on by the end of the COVID-19 pandemic, global eCommerce growth is forecasted to reach 10.4% in 2023. By 2026, retail eCommerce sales are predicted to reach 8.1 trillion dollars.
A side effect of this boom is that businesses of all types and sizes are on the hunt for new and innovative ways to provide quality customer service. In a crowded, hypercompetitive landscape, customer service quality can make or break an eCommerce business.
One technological advancement has been at the forefront of these efforts over the past few months – artificial intelligence (AI). The latest generation of AI chatbots harness the power of natural language processing (NLP) and machine learning to provide personalized, efficient, and instant assistance to customers – without human intervention. The leading AI model in this revolution is the GPT (Generative Pre-trained Transformer) model, which has exceptional abilities to understand and generate human-like text.
Adopting GPT-powered AI chatbots for customer service has clear and immediate benefits for eCommerce sellers, including:
In this article, we’ll take a more detailed look at them as well as the technology that makes them possible.
Chatbots use AI and machine learning to provide personalized experiences to customers. Thanks to the massive amount of data that a GPT-powered AI chatbot has been trained with, it can accurately predict what a customer is looking for and instantly give them tailored information.
AI technology also helps chatbots learn from customer interactions over time, which allows them to become more efficient and accurate when responding to customer questions. In short, AI and machine learning can help make sure that businesses are delivering useful information in an efficient manner while providing customers with a personalized experience that they can appreciate.
Here are 4 key benefits that GPT-powered AI chatbots can provide:
Unlike human operators, GPT-powered AI chatbots are available to answer customer questions professionally and comprehensively at any hour, day or night. A customer can ask a query to the chatbot and either get an instant reply or be handed off to a human agent.
It’s easy to imagine a scenario where a potential customer is browsing your website, but they can’t find important information regarding shipping policy. It’s late at night, so getting in touch with your support team isn’t an option.
That’s when they can click on the chat button and ask for assistance. Thanks to the latest GPT technology, the chatbot easily understands the customer’s question and responds immediately in a human-like, professional manner. Happy with the assistance, the customer gets the information they wanted and places an order.
eCommerce businesses receive hundreds of customer queries daily, ranging from typical WISMO (where is my order) inquiries to account-related issues. GPT-powered AI chatbots are perfect for handling a large volume of queries simultaneously and providing accurate responses, reducing wait times and automating tasks that would normally require manual input from a human agent.
By understanding natural language and in particular an online store’s knowledge base, chatbots can quickly retrieve product details, answer frequently asked questions, and provide comprehensive assistance. This reduces the workload for human customer support agents, allowing them to focus on complex or specialized queries.
From a customer perspective, what sets GPT-powered AI chatbots apart from previous bots is their ability to respond in human-like language. The idea is to make customer interactions with the chatbot as indistinguishable as possible from chats with human agents.
An example of how a GPT-powered AI bot responds to a tricky customer question.
No matter the industry, the most common concern for eCommerce customers is tracking the status of their order. GPT-powered AI chatbots can retrieve real-time information about the order status, estimated delivery time, and any issues that may delay a shipment.
All a customer needs to do is send the chatbot the order number or email used for making an order, and the chatbot will look up the parcel delivery database for the package and its status.
By offering this information instantly and proactively, chatbots reduce customer anxiety and provide a seamless shopping experience. And if customers encounter issues with their orders, chatbots can efficiently address their concerns and provide appropriate solutions, such as initiating a return or refund process.
Engaging customers and building lasting relationships is crucial for the success of any eCommerce business. GPT-powered AI chatbots contribute significantly to customer engagement by offering immediate response, personalized interactions and efficient problem solving.
It’s not hard to imagine that GPT-powered chatbots will soon notify customers about abandoned carts, offer discount codes, and provide relevant updates based on customer preferences. These personalized touchpoints create a sense of attentiveness and enhance brand loyalty.
At PerfectBot, we’re confident that nobody offers a better GPT-powered AI chatbot for eCommerce. We’re so confident, in fact, that we’ll let you try it out for free – no strings attached. Get in touch with us and let your customers enjoy instant, accurate answers and 24/7 service.
The relatively low cost of AI implementation means that the technology has spread to every major industry on the planet. We’ve put together a list of 10 areas where AI has the ability to be a game-changer in eCommerce.
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With hundreds of chatbot providers in the market and many more expected to be released by the end of the year due to the hype surrounding ChatGPT, eCommerce retailers face a hard task in choosing the right chatbot for their needs.
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