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The Truth About AI Chatbots That Nobody Talks About

The Truth About AI Chatbots That Nobody Talks About

Luca Borreani
April 30, 2024

There is no denying that AI chatbots are changing the perspective of businesses and the way they interact with their customers. Regardless of industry, all businesses are now incorporating AI into their business.

And why not?

Ai provides the following much-needed benefits: 

  • Always-on customer service
  • Instantaneous customer interaction
  • Unified multichannel presence
  • Cost-effective and scalable customer engagement
  • Personalized shopping experiences
  • Insightful customer data collection
  • Bridging the gap in the customer journey
  • Fostering brand loyalty

The benefits brands crave and AI offer are above, but this is not what we will discuss today.

We are already reading and listening about the benefits of chatbots, but there is something about this that not many people talk about.

But we want to cover, so before you start using E-commerce Chatbot, you should not skip this article.

Truth About Chatbots

AI is There For Assistants But Can’t Replace Human Teams: AI is an innovation that significantly impacts almost every industry. People have also adopted this innovative technology. But here, many make mistakes.

Though AI is an excellent assistance, businesses can not entirely replace human teams with a chatbot for customer support.

Let's understand this with real examples. We came across a customer who often shops online. The individual shared his experience of once inquiring about the return, and the chatbot kept suggesting something else. He asked the chatbot to connect him with the human team, but nothing happened, and in the end, he left the conversation disappointed.

Result? Loss to company, right? Now, what could be the reason for this inconvenience?

  • Not Using Ideal Chatbot: This is something that businesses need to understand in depth. Not all chatbots available on the market are equal.

Let's understand this way:

Many customer requests are repeated or mundane; for such queries, you can use a chatbot to answer them because the customer is not looking for a detailed conversation.

On the other hand, in some circumstances, when customers become frustrated or curious about the order, you can use a simple chatbot to assist. Here, you need conversational AI that is equipped with natural language processing and machine learning. These chatbots are created to mimic humans; they understand your concerns and then give you relevant answers.

As a business, you must understand the difference between the available chatbots, evaluate your needs, and invest in any Ecommerce chatbot.

Following, we have listed different types of chatbots and how they work to help  you choose the one you require:

  1. Menu or Button-based Chatbots: These chatbots operate through a scripted menu where users click on options to communicate their needs. While simple and helpful for straightforward queries, they struggle with nuanced requests and lack a free text input field.
  2. Rules-based Chatbots: Employing conditional logic, these chatbots function like interactive FAQs, providing predefined responses based on programmed rules. While effective for predicted questions, they falter with complex queries and may require transfer to human agents.
  3. AI-powered Chatbots: Equipped with natural language understanding, AI chatbots can comprehend user queries regardless of phrasing. They continuously learn from interactions, offering personalized responses and integrating with business systems for seamless task automation and human-agent transfers.
  4. Voice Chatbots: These bots allow users to interact via speech, utilizing text-to-speech and speech-to-text technologies for conversational interactions. Evolving with AI, they enhance customer engagement, improve call resolution, and offer quicker communication.
  • Solely Relying on Chatbots: One key reason for customer dissatisfaction is when they can't find answers through AI and lack the option to reach a human team. While AI is valuable for streamlining support, it's crucial to acknowledge its limitations. A chatbot should seamlessly transfer queries to human support in cases beyond its scope.

To fully harness the potential of chatbots, fostering collaboration between chatbots and human teams is essential. This approach ensures comprehensive support and enhances customer satisfaction.

A few big names in the ecommerce industry that are already using AI chatbots but smartly along with their human team are:

  • Sephora
  • H&M
  • Nike

ECommerce chatbots are one of the important advancement  in online shopping. They offer online retailers a unique opportunity to enhance customer experience and interaction, streamline shopping, and drive sales.

As technology advances, chatbots' role in eCommerce is poised to become more integral, and missing out can spell disaster for your business.  The big names in the industry are already reaping their benefits; why are you behind?

Future of Chatbots

At the start, we have already mentioned the benefits of AI chatbots, so it is evident that their use will become even more widespread, and chatbots themselves will keep getting more sophisticated. Chatbots will be utilised not only for customer support and data collection, but also in marketing, operations, and human resources. Their versatility in managing various duties renders them a desirable choice for e-commerce platforms.

Choosing the Right AI

Now you know the insights of chatbots that few understand, so remember these points when choosing your AI assistant. If you are not sure what to look for in the chatbot, read the following points:

Now that you're acquainted with chatbot intricacies known to only a few, keep these factors in mind when choosing your AI assistant. If you're unsure what to prioritize in your chatbot selection process, consider the following:

  1. Multilingual Capability: Ensure your chosen chatbot can effectively communicate in multiple languages, especially if your services cater to a diverse global audience.

  2. Integration Capability: In addition to basic functionalities, prioritize advanced features such as sentiment analysis. This enables you to gauge customer reactions accurately and pinpoint areas for enhancing user experience.

  3. Hybrid Chat Functionality: Opt for a chatbot platform equipped with seamless escalation to human agents when necessary. This ensures optimal customer satisfaction. Look for a solution that offers an easy implementation process for agent handover, ideally as an out-of-the-box system. This streamlines deployment, reducing time to go live and alleviating customer frustration.

Summary: AI chatbots have become a staple in the digital landscape. You can not imagine your life without the internet. If you visit every website today, you will see a chatbot on your screen to welcome you and ask if you need any assistance. 

If you have also started your small business and have a website and want to integrate Shopify AI Assistant to welcome your customers, want them to know someone is always there to listen, and use Zipchatai. This fantastic has outstanding features and will help you with customer support services.

Luca Borreani
Luca Borreani
CMO & Co-Founder
Not Only A Chat, But a Human-Like AI Converting Visitors Into Buyers
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