Excellent customer service can help you attract and retain customers. That is why chatbots are increasingly becoming vital in customer service, especially in eCommerce. Bots can help you order pizza, book a hotel, flight, and many more. These can even answer customer queries immediately.
Chatbots are driving conversational marketing taking customer experience to the next level. Advanced ones powered by AI can handle more complex tasks, including lead generation, selling, product recommendation, getting feedback, etc.
Chatbot marketing automates customer service, reducing the need for human agents. So, it reduces sales and online marketing costs while driving a superior eCommerce experience across various channels.
AI Shopify chatbots can now drive superior customer engagement and experience to increase your Shopify store’s revenue. Besides driving reliable and excellent customer service, it can lead to over 60% sales.
You can leverage an AI chatbot to scale your online sales.
This article talks about Shopify AI chatbots and how they operate.
AI Shopify chatbots are intelligent software that acts as virtual customer service assistants in your Shopify store. They are advanced, running on AI, hence are capable of handling additional tasks like lead generation, making sales, tracking orders, etc. In overview, you can improve your store’s efficiency and drive sales using a Shopify chatbot.
There are two categories of chatbots in eCommerce and other sectors:
Rule-based chatbots: It’s the simplest form of chatbot that follows pre-determined flow or rules. They’re more suitable for answering FAQs than complex customer queries. It comes as a chat widget at your screen’s right corner.
AI Chatbot: These bots work through natural language processing or NLP and are capable of being conversational. With this, these bots can give out more intelligent answers than just the predetermined ones.
Here’s how the two compare:
|Key Feature||Rule-Based Chatbot||AI Chatbot|
|Flow format||Based on predetermined rules.||Can be standalone or hybrid. It can understand human language, hence it is more dynamic.
However, it is also capable of having a predetermined flow to address specific user requests.
|Type of conversational understanding||Structured conversations that are guided by click buttons.||Both structured and unstructured conversations. It can capture customer sentiments.|
|Use||Best for answering frequently asked questions by customers.||Applicable in interactions, lead generation, conversions, etc.|
These bots are built to enable businesses to interact with humans without a human agent.
When the AI Shopify chatbot receives a request from a customer, it breaks it down into intents and entities.
Intent– It is the information or action the user wants, e.g., order status, transaction history, etc.
Entity– It is the extra data about the intent. It can be a date, color, shape, location, etc.
Take this example: Do you have black Converse size 9?
In this user request, the intent is “Converse,” and entities are “size 9” and “black.”
Hence, the AI chatbot follows the following steps:
Chatbots follow these classification methods to perform a task;
The chatbot uses pattern matching for grouping the user’s text. It will react to anything similar to the pattern. The standard structured model under Artificial Intelligence Markup Language (AIML) makes pattern matching possible.
The natural language understanding (NLU) technique makes the chatbot understand human language. It processes the user’s input, text, voice, etc., into structured data understandable by the machine.
After the machine processes and analyzes input data, it gives an output or relevant response in structured data.
The response is given to the customer through a conversational interface in text, voice, etc. The natural language generation (NLG) technique changes structured data into human-readable text.
NLU and NLG are part of natural language processing (NLP), a subset of AI technology that drives AI chatbots.
NLP has additional step-by-step functions as follows;
Hence, the following technologies power AI chatbots;
Machine learning (ML). Chatbots use ML to learn about customer requests and inputs. It’s critical in helping chatbots learn by themselves from customer data and identify patterns. As a result, they can respond to user requests with no or limited human help.
Natural language processing. It helps bots understand and process human speech, voice, or gesture to provide a relevant response in a human-readable format. NLP and ML are both subsets of AI technology.
AI chatbots offer high-quality leads by collecting customers’ data to understand their unique needs. Hence, you can offer more time to quality leads that will convert. They can collect lead data, qualify, and even set sales appointments.
Most customers will abandon their cart if their questions are not answered quickly. AI Shopify chatbot increases your response time within seconds. It intervenes to help customers where they’re stuck.
Whether they have questions on return policy, product size, etc., the chatbot will provide the relevant information to help you close more sales.
AI Shopify leverages quality data in Shopify to offer hyper-personalized solutions to prospects in real-time. They can automate returns, check product status, process refunds and order status in seconds. Such a personalized experience increases customer satisfaction and ultimately leads to customer loyalty.
AI chatbot in online marketing provides an unrivaled personalized customer experience across several sectors. You can use the AI Shopify chatbot to go beyond just addressing generic prospects’ questions.
You can improve customer service, engagement and scale your Shopify store. It leverages AI, ML, and NLP that enable store automation for increased efficiency and revenue. You’ll also save more time focusing on other critical aspects of your business.
There are several AI chatbots for various uses. Check out a comprehensive chatbots review to learn more about which one can best suit your needs.