It’s 2019 and robots are taking over the world! But before you panic, I don’t mean the types of Robots we saw in Will Smith’s 2004 ‘I Robot’ ( though we’re not too far off! )
I’m talking about ‘Artificial Intelligence’. It’s becoming more and more essential to our personal lives and is an indispensable ingredient for many businesses.
But what impact does Artificial Intelligence have on e-commerce businesses in particular? Retail shopping online has become a lot easier for online shoppers in the past few years. As technology evolves, so does our online shopping experience. Artificial intelligence has provided many impactful and practical ways to improve customer experience as explored below.
In the past few years, searching for items online has become simpler. This is with the help of Artificial intelligence which seeks to make relevant connections between search queries and inventory. Technology can now use natural language understanding, linked with machine learning to understand individual’s search queries. Therefore, the days of scrolling through pages of useless, irrelevant search results are disappearing and we are getting what we want faster.
But not only is our experience getting faster with the help of Artificial intelligence, it’s getting friendlier! Many businesses have now introduced ‘chatbots’ onto the homepages of their websites. chatbots aim to provide a customer with the direct help and the friendliness that an in-store, face to face interaction would provide. Customers are able to type a question into a website’s chatbox, and the chat box will stimulate a response in a friendly, conversational tone. Does this mean that the days of trawling through pages of ‘Frequently Asked Questions’ to find some our answers are now behind us?
With the introduction of Chatbots and search engine technology, we have certainly made our online experience friendlier and simpler. Could it get any easier for us?... YES. We now are able to think for ourselves even less with many websites now using technology to decide what product would suit us best! For example, if you were looking for your perfect coat, new Artificial Intelligence technology would ask a series of questions such as: ‘when are you planning to wear your coat?’, and would also look up the weather conditions in your local area to find you the coat of your dreams!
Artificial intelligence also further personalizes customer experience by making recommendations for what they may like. It does this efficiently by analyzing all the data it has gathered on a consumer’s activity on the website to deliver more personalized suggestions to them.
So there we have it. Artificial technology really is changing the way we shop. Easier, faster, friendlier, more personalized, and let’s face it - better. Thank you Robots!