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How Does AI Help You Keep Up With Your E-Commerce Customers?

Haripriya Lekshmi
・3 min read

What exactly is artificial intelligence? Artificial intelligence a.k.a AI is a technology that emphasizes the creation of machines which exactly works and reacts as a human do. E-commerce is one of the industries where AI can have a paramount influence. By making a machine to think, learn, and respond like a human can enhance the customer experience immensely. And the highlighted point is that massive budget is not needed to implement AI on an e-commerce website.
As the research by ABI Research, more than 4 million commercial robots will be installed in more than 50,000 warehouses around the world by 2025. As per Gartner, 25% percent of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology across engagement channels by 2020.
E-commerce giants such as Alibaba, eBay, and Amazon are using Al to detect fake reviews, to implement highly engaging conversational experiences (chatbots), to suggest product recommendations, etc. They make use of AI to enhance site search and product discovery easier for their online customers.

As we are entering an era wherein 85% of consumer-retailer interactions will happen without interacting with a human, do you think you can shy away from this sweeping intelligence? If you want to stay in trend, consider implementing AI in your e-commerce website and the overall e-commerce experience.

  1. Kill irrelevant product displays through personalized recommendations

Abandoned carts are the major problem that most of the e-commerce retailer facing nowadays. The reason for this is not getting the exact or near-exact product that the customer searching for. If your e-commerce search engines can think the way humans do, there will not be any more irrelevant product displays and cart abandonment. In this scenario, we can go for machine learning, which is a great way to track users behavior. Designing a product recommendation engine for your e-commerce website will drive more sales. It will give personalized product suggestions based on the users’ preferences, feedback, activities on the website, past purchases and latest trends.
As per a report released by Mckinsey, 35% of Amazon’s revenue is generated by its recommendation engine. The ‘Frequently Bought Together’ option and the ‘Customers Who Bought This Item Also Bought’ option lures customers to buy a combo of products rather than a single product.

  1. Take advantage of Conversational Commerce through Chatbots

An effective conversation between a customer and retailer will provide a better buying experience to the customer. For this, there is no need for a physical human to answer the queries of a customer, whereas a chatbot can do all those. A chatbot is an AI system, which can act like a human who can answer all the questions of a customer and make them more comfortable in buying a product.

  1. Visual Search to facilitate precise purchases

Though voice assistants such as Amazon Alexa, Apple Siri, Microsoft Cortana, Google Assistant or Google Home can help prospective customers with product query, it can be done more effectively through Visual Search.
If you really want a product but are unable to describe what it is, you can simply upload the image of the object to get the exact search query and results. Google Image, eBay Image Search and Find It, Alibaba’s Pailitao, etc. have implemented image search technology and are improving on it.

If you are a retailer aiming at winning customer experience, then implement AI on your store to feel the changes!

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