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.
Artificial Intelligence (AI) involves using unique programming that enables software to perform many tasks that were initially being carried out by humans. Some examples of this can include language translation, decision-making, speech recognition, data analysis and visual perception. Over the past few years though, AI has transformed online marketing in a number of ways – some of which will be discussed here.
Although most forms of marketing took the digital route almost 20 years ago, some businesses are still struggling to keep up with the changes. As harsh as it may sound, companies that have better marketing strategies than others will stand a far higher chance of attracting more clients than those that don’t.
These days, a number of businesses are using AI as part of their e-commerce strategies, with many of them using this technology to collect and analyze various types of data in real time. The software then provides various suggestions regarding how to best use the information obtained.
Until fairly recently, the collection of data, analysis thereof and the resulting recommendations were tasks that only human beings were able to perform. However, AI is now able to complete these tasks with ease – and often in far less time than humans ever could.
Reliable AI software is able to collect valuable consumer-related information and work with it in such a way that it can make the necessary changes to any existing marketing strategies you have. It will even go so far as to provide suggestions on how to package products and advertising so that it attracts as many potential clients as possible.
In years gone by, businesses that needed to have a large amount of data analyzed would have had to hire several humans to get the job done. Once the data had been collected, the same people would then be required to compile highly in-depth reports providing information regarding the steps that would have to be taken to ensure success.
The use of AI technology means that data can now be simultaneously obtained, analyzed in order to predict future performance of an advertising campaign in real time. AI also relies on brand-based, behavioral and product-based clustering in order to collect the required data. This information can then be used to see precisely where and how to customize marketing campaigns to obtain the best results.
The use of chatbots has changed the marketing world considerably – and for the better. In many cases, they have virtually eliminated the need for using live customer care agents on chats – especially outside of standard working hours. Having chatbots available enables customers from all over the world to receive a response virtually right away – regardless of where they are in the world.
A number of businesses now rely heavily on chatbots to provide their existing and prospective clients with the information they need within a matter of seconds, saving a lot of time for all parties concerned.
Another way in which AI will impact the future of digital marketing is that it has significantly improved the user experience of several different machines and systems. This has gone on to allow business owners to structure their activities according to current marketing trends or methods that their competitors may be using.
In years gone by, most complaints that were lodged against a business online would have gone unnoticed simply because there wasn’t a mechanism or system in place that was able to detect them accurately. However, thanks to the advances being made by AI, complaints can be picked up automatically. This means that action can be taken to remedy a situation far quicker than before – as soon as a customer leaves their feedback even.
AI has also made performing any type of online search easier and more convenient than ever because it eliminates the need to click and type. This means that businesses that have included a voice search option on their websites will most likely receive more visitors – ultimately resulting in more conversions over time.
All that a potential client will need to do is talk into their phone, and from there, everything they are looking for will be displayed on their devices. Google currently manages more than three billion searches per day, with approximately a third of them being voice-based. This figure is bound to grow substantially over time though.
While AI was previously thought of as some futuristic form of technology, the truth is that it can help businesses boost their online marketing strategies substantially. If you would like to learn hoe to incorporate this type of technology into your marketing campaigns, contact us today.
The digital era has come with an incredible amount of data that is now integral to many business operations. With the emergence and rapid adoption of social media and search engine optimization, data has never been more plentiful and readily available. New strategies that small local businesses and global companies alike can make fantastic use of all hinge on data and business intelligence. Social media platforms alone offer businesses a constant amount of data that is publicly available. While having access to unlimited data is a good thing, there is more data than companies can handle on their own. If a company wants to make effective use of the copious amounts of data available online, they will need to use specially designed tools, like the PI System Connection, to manage the volume. This is where business intelligence comes in to save the day. Business intelligence is the technology-based process of data collection and analysis that allows businesses to use data effectively and quickly. By using business intelligence, you can enhance your digital marketing and use data to make smart decisions.
Before the Internet, companies were forced to wait to learn about customer reactions to their new products. There was no instant feedback, and products would go through development, launch, and then companies had to wait for reviews to see if the product was successful. This lag in communication between a business and its customers can lead to the business making products customers don’t want.
Thankfully, the Internet, and more specifically, social media, lets companies receive instant feedback. Social media gives businesses access to customer’s needs, wants, dislikes, behavior patterns, and a host of demographic information. Use this customer data to inform your marketing content and appeal to different types of customers with content that suits their needs. You can also use customer data to prevent wasting resources on ineffective marketing that targets the wrong groups or sends a message that doesn’t resonate with your intended customers.
Data flows through the Internet at a constant and breakneck speed. Working from out-dated data can cause a myriad of problems, and if a business wants to stay competitive, they cannot afford to be lagging behind with data analysis. There is always new data, and it can be hard to keep up, but real-time analytics lets businesses stay up to date. Real-time data analysis enables companies to respond faster in a variety of categories. Whether real-time data enables a marketing team to change course to make a better ad or allows customer service to respond to customer questions faster, real-time data analysis will always be a vital tool for companies.
Real-time data analysis can even be augmented with artificial intelligence to automate tasks and responses. CRM tools that use AI can automate follow-ups, emails, customer service responses, and more. Fast responses and automated tasks not only benefit the customer because they receive their service faster, but it also benefits the company. The less time human employees waste on tasks that can be automated, the more time they have to work on something new.
The tasks AI can now tackle include designed email marketing content in accordance with personalized user behavior. AI is now helping companies connect with people and turn those connections into qualified leads. The real-time analysis even knows the best time to contact a lead, what information the lead will like the most, and what titles receive the most clicks. AI is becoming an indispensable tool that is expanding the reach of business intelligence to the benefit of customers and companies alike.
Google estimates 70% of all Google searches are done with natural or conversational language. There are still keywords within the natural language, but the old way of searching the Internet is gone. Learning to work with RankBrain and voice search will increase your SERP performance. The widespread adoption of home smart devices has led to a rise in voice search, and companies must incorporate that form of data into their marketing strategies. By supporting and integrating voice search and natural language keywords, a company can maintain organic traffic as the way we search continues to evolve.
Business intelligence is a critical process that businesses should employ to keep up in the digital age. With more data available than ever, every tool to manage, understand, and analyze data can help boost a company’s digital marketing. Business intelligence spans a wide variety of uses, from understanding customers to AI-enhanced CRM, and is a tool all digital companies should be utilizing.
Chatbots have been an interesting technology for a long time. Back in the beginning days of the internet, many instant messengers had some function of a chatbot, usually able to do simple searches to assist their users. You could ask what the weather was like outside, the time, or to look up the phone number of a local pizzeria.
Then, for a time, chatbots were left behind. They didn’t really fulfill a need in our world of technology other than to entertain us with silly responses like those from Cleverbot.
That has all changed, though, with the announcement from Facebook of their interest in using chatbots in conjunction with their Messenger services. Very quickly, chatbots have become a buzzword in social media marketing, with many being excited about the possibilities.
But, are chatbots the right fit for your business? Here’s what chatbots are exactly, and how they can fit into your marketing.
Chatbots are software designed to allow an artificial intelligence (AI) program to interact with humans. This interaction can be done through text, like instant messenger chatbots of old, or through voice commands like Siri or Alexa.
Chatbots can fulfill a variety of needs. They can handle simple tasks like texting a friend for you while you drive, helping you find a movie on Netflix, ordering an Uber for you, or communicating and affecting IoT devices in your home.
The only limitations chatbots have is how complex their AI programming is. A more advanced AI can handle more complex requests and act more human. The ideal goal is that it would be impossible to tell if you were communicating with a human or a chatbot.
One simple use for chatbots is to utilize them in customer support. Twenty-four-seven support is always a great feature for a business to have, but can become expensive to supply. But, chatbots could provide some form of customer support after hours.
Now, current AI technologies are limited, so customer support chatbots can’t handle highly complicated requests. If your customers often come with in-depth problems needing to be solved, chatbots might not help. But, if many complaints are simple in nature and can be solved by a chatbot referring them to a webpage with the solution, or by explaining it themselves, it could be valuable.
If you do decide to utilize a chatbot, be transparent about it, and have an option where, if the chatbot cannot solve the problem, a customer can have their case forwarded to a human customer support representative.
Chatbots are designed to help fill a role, and one major role in the sales world is helping customers find the exact product they are looking for. It’s why sites like Amazon recommend products similar to what users search to help them find the perfect fit.
But, chatbots could help this process by helping customers identify the qualities they are looking for in a product and recommend ones that fit. A good example of this kind of chatbot is “And Chill,” a chatbot designed to pick out what to watch on Netflix based on your tastes and preferences.
This style of chatbot would flourish for an eCommerce site with tons of products. By asking questions and determining things like desired price range, a chatbot could find and lead customers to the perfect product to fit their needs. It’s even possible for a chatbot to remember those preferences, so if the customer comes back, the chatbot can better serve them.
Another aspect to be aware of is that, in the future, chatbots will have an impact on marketing, even if you don’t create one. As virtual assistant chatbots like Siri and Alexa become more prevalent, marketers will find ways to target them.
As people ask these helper chatbots for answers, they will have to pull their answers from somewhere. Some might pull from a private database, but most will use a search engine to find the answers.
So how do you ensure your content is chosen? Well it would make sense that chatbots would choose their answers like how Google creates Featured Snippets. They want answers that simply answer the question but go into further detail with research to back it up.
Similar to Featured Snippets, chatbots could help drive traffic to sites that get selected to provide answers. Optimizing your content for search engines is a needed part to get featured by a chatbot.
You might be asking yourself, “Why do I need to get a chatbot? My business already has an app that nobody uses.” And the answer is that apps and chatbots serve very different purposes.
In today’s world, apps are used to accomplish a task of some sort or another. Businesses create apps to do tasks more efficiently, both for their own work and for customers to use. Those tasks could range from checking Facebook on a phone to entering large amounts of data. Apps make tasks more accessible than they might be on a webpage.
Chatbots instead fill a role of a human being providing a service. Sure, you could contact Netflix and ask for recommendations on what to watch, or your could use a chatbot to do it. You could spend time searching the web looking for the right gift, or your could ask a chatbot for help finding it.
Chatbots aren’t right for every business. In fact, there are a lot of businesses it doesn’t work for. Just like the app craze when smartphones came out, not every business needs a chatbot. Right now, the biggest industries to benefit from chatbots are eCommerce and independent software developers who want to sell them to fill a niche.
Another point to take in consideration is that AI technology is still in its infancy. Of the chatbots on Facebook’s messenger app, 70 percent of all requests were not fulfilled. Now, even the best AIs will still get confused from time to time, but that high percentage shows the tech still has a way to go before it’s feasible.
As of right now, it’s not recommended you build a chatbot, but keep your mind open to the future. It’s clear that Facebook wants it to become a new way companies interact with consumers. Chatbots have a lot of potential, but are not ideal in their current state.
Chatbots are refining the customer experience for brands. Knowing what chatbots are, how they can help your digital marketing efforts, and who is already using them is vital to nearly every industry.
Chatbots had their humble beginnings directing customers through a gauntlet of steps after calling a business’s customer service. And though those chatbots are still very much in use, new, more innovative chatbots have emerged.
These chatbots are meeting consumer demands, streamlining marketing processes, and driving sales and profits for many brands. Driven by deep learning processes, the chatbots of today and the future learn over time, and deliver faster results.
“Chatbots — computer programs designed to engage in natural conversation — are taking off, with companies like Google, Facebook, Microsoft and even Pizza Hut experimenting with bot-to-human interactions,” according to CNET.
Chatbots are versatile, from customer support to acquisition and retention. They are deeply involved in buyer funnel tasks, which is of great importance to marketers.
Let’s take a deeper look at why marketers need to bring AI chatbots into their digital strategy.
Chatbots are one form of artificial intelligence. Through deep learning processes, they can deliver data and information to customers at lightning speed, drive conversions, and streamline employee workflow.
Using deep learning processes, chatbots create layer upon layers of data in the developer programmed neural networks. The more layers, the more intelligent a chatbot becomes. This makes them more efficient and effective over time.
“They can store, synthesize, and recall lots of information, like your credit card number or home address, to help make your life easier,” Biz Carson of Business Insider explained. “They can even anticipate what you want before you ask.”
This is especially powerful for marketers, since chatbots can assist in maximizing marketing efforts and refine the overall customer experience. The most intelligent example can be found on Facebook Messenger through the use of branded chatbots.
Branded chatbots like the ones used on Facebook Messenger are changing how brands target and connect with consumers. In fact, many tech experts believe that branded chatbots will replace apps in the not so distant future.
This theory can be attributed to smart device users falling out of love with downloading apps. Apps take up storage, drain battery life, and many tech fans are simply tired of swiping back and forth from app to app.
Mike Isaac of The New York Times explains, “The bot revival is also taking place at a time when people are growing tired of individual apps. As a result, brands in search of the best way to talk to consumers are now pairing off with some the world’s dominant messaging platforms — and their chatbots.”
The efficiency and effectiveness of branded chatbots leaves little to be desired for marketers and brands. As consumers begin ditching apps, marketers need to find fresh way to connect with target audiences.
Facebook allowing brands and media outlets to use their Facebook Messenger chatbots is a fantastic example of the emerging bot revolution. Expedia, CNN, The Wall Street Journal, and Uber are among the current users of Facebook Messenger chatbots.
In 2015, Uber announced, “Powered by Uber’s API, Messenger now enables its millions of users to sign up for Uber with one tap and request a ride, all without having to leave Messenger or download the Uber app.”
Connecting brands to consumers is only one key feature branded chatbots are serving up. They are also refining the customer experience by enhancing service and support.
Due to the mobile state of things, consumers are demanding information faster than ever. These demands are being met by chatbots, since most customer service issues can be resolved quite easily.
Call times can be shortened, service and support issues can be resolved via chat, and information is delivered quickly and accurately. This boosts brand satisfaction while freeing up human personnel to take on more pressing tasks.
Instead of human personnel spending countless hours analyzing data, AI chatbots can do it at lightning speed and with unprecedented accuracy. Having faster and more accurate customer data analysis can speed up time to market, drive sales through target marketing, and overhaul all your marketing strategies.
“Chatbots can be programmed to track purchasing patterns and monitor data from consumers,”
AJ Agrawal of Forbes explains. “This tells a company which products to market differently, which to market more and which to redevelop for relaunch.”
When your branded chatbot converses with a customer, the bot will begin gathering key details about the customer and develop a personalized buyer funnel. This allows for more personalized ads to be sent to that customer in an effort to convert.
The true potential of AI chatbots for marketers has yet to be unveiled. However, chatbots are an undeniable force of power when it comes to connecting brands with their target audiences. And savvy marketers are onboarding chatbots as a result. Is AI part of your digital marketing strategy?
Nick Rojas is a self-taught, serial entrepreneur who has enjoyed success working with and consulting for startups. He concentrates on teaching small and medium-sized enterprises on how best to manage their social media marketing and define their branding objectives. @NickARojas