The use of chatbots and digital assistants is extensive considering the relatively short amount of time they’ve been in existence. Already, 34% of business executives in the PwC Bot.me study say that digital assistants free up time to allow them to do more deep thinking and creating.
In our homes too, consumers are embracing voice assistants such as Amazon’s Alexa, Google Home and the newly released Apple HomePod. In the United States, the adoption of voice-activated speakers is faster than smartphones, with 1 in 6 adults now owning a device.1
Chatbots, in this case to conversational AI that users can interact with online in the way they would usually talk to a rep at a call centre, have great potential when it comes to retail. As can be seen in the below infographic, it doesn’t only have to be in a ‘help me’ capacity when things go wrong with purchasing either.
Multiple pain points for consumers and retailers – such as bad website navigation, abandoned shopping carts, the need for more information or bad online reviews – can be smoothed over with the help of chatbots.
Not only can they welcome users to a site, and direct them where they want to go without the need to click around through confusing navigation, they can also suggest the perfect product (increasing the chance of purchase), give discounts to increase conversion, answer queries and record suggestions or complaints to be actioned.
And of course, they can do all of this infinitely in a way that one person on the phone simply cannot. Given the potential money at stake, and if done well, the enhancement of customer experience, it makes sense for online retailers to get into virtual action.