AI intelligence technology improves user experience in three ways

2020-05-23 00:00

AI intelligence can help retailers improve customer experience and attract new customers in three main ways:

1. Chatbots and ancillary self-service

Retailers can use AI technology to reduce call volume and make direct contact with customers, especially when the seller's brand is not dominant.

AI -- that is, non-human service -- is the future of the customer service industry. Gartner, an American consultancy, predicts that 85% of customer contacts will be non-human by 2020. Even cross-channel chatbots will be able to recognize customer voices and facial images by 2018.

WeChat has adopted this tool to reach customers and markets. The WeChat intelligent voice robot is connected to many other tools, such as chat Windows and mobile wallets.

2. Improve customer experience

E-commerce pages -- such as category and product presentation pages that focus on data, technology, user experience, and quality content -- are a broad area of adoption of AI intelligence.

For example, the outdoor clothing brand will soon release a mobile App that will allow users to talk to IBM's Watson (an artificial intelligence program) to find what they want as quickly as possible. Customers can enter information directly into the App, such as how the weather will affect their favorite sports, and Watson will offer plenty of appropriate advice.

AI assistants are expected to be able to recognize customers' faces and voices in the next two years. Retailers can make AI assistants sound more human. In order to provide a better customer experience, AI assistants need to leverage a large number of human service experiences and avoid asking questions frequently.

3. Predict the price

For consumers, online shopping process interaction is a dream. They just have to name the perfect item in their mind, and then the AI will offer a matching product to choose from. In this way, designers, buyers and merchants can work together to predict what consumers will want, even if they don't know if such a product exists.

Travel sites can also adopt AI technology. Google recently added a new feature to tell consumers when it's a good idea to book a flight. The AI is based on data from previous flights to a destination, and it can predict prices.

In order to use AI technology to predict prices, retailers need to base their prices on previous product pricing and competitors' pricing. Inventory and profit targets; Customer satisfaction rating. Platform sellers will enjoy higher exposure, greater sales and customer response rates by pricing based on the AI algorithm.