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  • Writer's pictureImperson

Smart Chatbots Are Revolutionizing UX

Conversational AI chatbots are becoming more and more popular on websites and social messaging channels. They are useful in automating anything from a simple "away" message, to providing sales assistance, and handling complex support cases. Unfortunately, many of these solutions increase user frustration and churn because they fail to deliver on the core promise of conversational AI: Naturally flowing conversation with a smart chatbot.

Leading chatbot vendors already offer the next generation of chatbot technology: smart chatbots that converse in natural language. They can use context and conversation memory to handle even the most challenging user interactions, without any human intervention.

What Makes Some Chatbots "Smarter" Than Others?

Most chatbots are trained to understand and respond to a limited set of questions, making them unable to handle multi-turn conversations. Smart chatbots use a conversation flow engine that maintains context for better decision making. When responding to users, they not only consider the current question as input, but also dynamic data including the user profile, conversation history, real-time data from operational systems, goals defined for the chatbot, etc. By maintaining this very broad context in the conversation, smart chatbots go beyond simple answering machines, to actually converse naturally with users.

The Benefits of Smart Chatbots

Because simple chatbots are limited to responding to simple questions, the interactions quickly become frustrating and unnatural to consumers. Smart chatbots can converse naturally, and can handle complex interactions with multiple conversation turns.

Providing the Best Answers by Asking the Right Questions

Typically, a chatbot’s job is to answer questions or offer product information. However, providing the right answer isn’t always straightforward. A smart chatbot can ask qualifying questions to better understand customer needs and ensure the best outcome. Such qualifying questions can clarify incomplete questions, or gauge customer interests to better respond to the query. Such information can be stored in the user profile to simplify future queries or repeat purchases.

A smart chatbot collects information and asks questions in a way that feels like a normal conversation to the user. While the customer is aware that they’re speaking with a chatbot, they can use natural language as they would for any other conversation.

Personalized Recommendations Based on Shopping Habits

Because chatbots integrate with CRMs, they are aware of purchase history and overall shopping habits. They use this information to recommend products based on past selections and preferences.

For example, if a shopper has previously purchased car accessories for a specific vehicle, the chatbot can suggest additional accessories to go with that specific model. The chatbot can also ask if that’s still the primary vehicle, or if there are any other considerations.

Alternatively, if a customer has skipped certain items, or added products to their cart without moving to checkout, the chatbot can take those actions into account and get a sense of what’s needed to close the deal.

While many of these actions — such as storing information from past visits — are accomplished by the site itself, the ability to engage in dynamic conversation and ask questions is what sets chatbots apart. In addition to making suggestions based on past interactions, they proactively seek out additional information to find the best possible fit. It’s also easier for customers to get information about a particular product rather than having to search through an entire site.

Seasonal Promotions and Events

Heading into the holiday season, sales and promotions abound. While retailers send out mass emails and other reminders, these are often ignored or land in the spam folder. Smart chatbots integrated into e-commerce websites can help shoppers by offering targeted promotions throughout the conversation in a natural, non-intrusive way. This way retailers can maximize their shopping cart value, while still delivering the best customer experience possible. Smart chatbots make both the customer and the seller happy.

How Smart Conversation Flow Boosts Engagement

With smart conversation flow, customers can seamlessly ask questions, get detailed product information, and tailored recommendations based on preferences.

It’s all about delivery; chatbots share relevant information at the time of purchase instead of bombarding customers when they may or may not be interested. As such, customers are more receptive to guidance. Having the ability to initiate a chat also keeps customers in control, knowing that help is available when they need it.

Want to learn more about smart chatbots that converse in natural language? Contact us to see how it can improve your customers' satisfaction.


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