Recently more and more enterprises are turning to bots to change the traditional consumer experience into a gratifying, conversational, and personalized interaction. Consumer engagement has always been at the forefront of retailers' marketing plans, and now, employing digital channels to turn casual users into shoppers is quickly becoming a viable path to faster, simpler purchasing.
Today’s bots are able to read, write, and respond in a conversational user interface (CUI) in the same manner a person would. Bots automate transactions and workflows, personalize engagements, and initiate actions. As the technology advances, the capability of intelligent bots will grow.
Bots offer a way to change the shopping experience through “conversational commerce”—that is, a two-way interaction between consumer and business that feels more like an interaction than a transaction. Here are just a few ways in which bots are reinventing retail:
While many in the retail sector have begun employing bots, their full potential has not yet been realized. Enterprises that don’t adapt to digitization and ease of access will find themselves struggling to maintain profitability as others in the industry reap the substantial benefits.
What bots really do is put the customer in control of the interaction. Today’s consumers want fast, easy, and self-serviceable ways to perform transactions and have questions answered via multiple channels; not only can bots satisfy these needs, but they do so in a way that cultivates loyalty and drives sales without resorting to traditional tactics.
Virtual assistants, bots, chatbots—though the technology has been around for some time, these terms have come into common use recently because enterprises are now beginning to see just how useful they can be, not just for retailers, but any industry. Early adopters that implement their capabilities are going to quickly see how efficient they are to win over customers and to streamline the consumer/business relationship by way of building relationships and changing the face of commerce.