Artificial Intelligence (AI) is the future and the present. It’s something which has become a crucial element to a massive range of fields and industries. Most of the advancement of AI is connected to data and analytics — an industry that has seen a lot of recent growth and increased adoption.
Thesmart machineand machine learning phenomenon are changing the user journey for people all around the world in fields like healthcare and online shopping. The integration of AI into certain fields is easier than others and it’s never a given that AI will be effective on its own. eCommerce has huge potential for utilizing AI, but it requires some work to properly prepare for implementing AI and make its use effective. With that said, let’s take a look at some tips for preparing for eCommerce AI usage.
“eCommerce has huge potential for utilizing AI, but it requires some work to properly prepare for implementing AI and make its use effective.”
The Chatbot Age
On the other end of the spectrum from deep learning and algorithmic uses of AI are consumer-facing tools like Siri, Alexa, and chatbots. Like something out of a science fiction novel, we are at the stage where people can have whole conversations with AI. Now, there are definitely cons to chatbots, and a lot of people have respondednegativelyto the overzealous adoption they’ve received. But there are also so many benefits that are all worth eCommerce companies considering. Preparing for modern platforms means working with a clear focus on customer service and thoroughlyproperly researchingwhich questions and problems your current customer service set up encounters transition well to automation.
Guiding The User Journey
There is a generally acknowledged path that eCommerce shoppers tread from their first discovery of the store to the email they receive confirming their purchase. Unlike in a storefront, the digital version of this path is quite complex. It’s not difficult to establish these routes, but it requires data collection, something which, if you are intent on introducing AI to your store, you will want to be focusing on anyway. Knowing the elements of your customer’s journey will help you to efficiently shape your AI use throughout your eCommerce site.
Knowing Where To Stop
One of the less spoken about aspects to AI for eCommerce is knowing what moments in the user journey are best solved without the help of AI. It’s not all that easy at times to know when enough is enough and with so much of the AI community touting its major benefits in all areas, it can be difficult to say no. You must understand the nature of your business so that you don’t simply overload yourself and your customers with the use of AI. There may be interactions that require empathy or complex decision-making where you feel more inclined toavoidopting for the flashy option and going a bit old school instead.
While the implementation of AI requires a shift in mindset from traditional CX, it’s important for leaders to remember that AI must be implemented correctly to have the biggest impact. It has a whole host of benefits attached to it, but you have to be prepared for the changes and ready to take on all that AI brings with it.
Author:
Martha Jameson
Martha Jameson is an educator atPhD KingdomandAcademic Brits.With a history as a web designer and a manager, Martha has more recently devoted herself to writing. Martha’s main goals are to share her experience, motivation, and knowledge with her readers through blogs likeOrigin Writings.
