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NEWS: Chatbots.org survey on 3000 US and UK consumers shows it is time for chatbot integration in customer service!read more..

Chatbots - New Virtual Support Service
 
 

The e-commerce industry is the one that is permanently adapting. Over the next few months, we are going to see the rise of even more trends, all of them will be likely designed for delivering a better user experience to customers.

Naturally, it takes some time before being adopted by the majority in the e-commerce system, but keeping an eye on the technological advancements is more than necessary.

A chatbot is a software technology that imitates real human interaction in a written or spoken way. It can be represented as a website bot, chatbot app, social media chatbot and a voice assistant.

The value of using this technology is that it saves time and expenses by automating customer support in an e-commerce space 24/7. Another advantage is that it generates leads and, thus, revenue by gathering preliminary information about a client. Besides, chatbots can redirect a prospective customer to the information they are most interested in.

A great customer service chatbot example is Hipmunk. This travel search engine uses the technology for travel-related questions and recommendations on their website. As well, the office supply retailer Staples uses a chatbot to offer products based on order history. It helps to complete a purchase directly through a chat.

Since the technology is relatively new, users will likely suspect that they are communicating with a robot; particularly when live-chatting. Chatbot technology is dependent upon a progression in NLP (natural language processing), and without considerable improvement in this field, it will remain a limited algorithm and continue to struggle with more complex speech (jokes, metaphors, dialects).

On the other hand, with every passing year, e-commerce chatbots become more advanced and communicate more naturally. Who knows, they may become humanized to the extent we cannot distinguish them from real human beings.

Follow this article Everything You Need to Know About Chatbots to find out additional insights.

 

 
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