Introduction
Though we may not be well versed with Chatbots, we would have been exposed to it. Humans can perform certain tasks only at the speed at which we can accomplish them.
Chatbots are automated programs that can perform tasks that humans can at greater speeds. Chatbots could be equated to humans because they can interact with humans by answering text messages and voice inputs.
Chatbots would use messaging apps and talk to those on contact lists just like we would do, and could provide news updates or even attend to things we would do.
The Facebook F8 Developer Conference brought a new dimension to Chatbots when it was disclosed that Facebook Messengers would include bots, which created a wave of interest in Chatbots.
Selling online was streamlined by opening a new e-commerce channel connected with Chatbots through mobile messengers.
“Spring,” the e-commerce Shopping destination, adopted it very early because it happened to be Facebook’s launch partner’s initiator.
This has shown that the future of e-commerce in effectively serving its customers would be by using Chatbots and interacting with them by employing Facebook Messenger or any of the apps customers would be using.
Reducing costs
The normal practice was for those businesses selling products online to manage their customer conversations, and whatever was in excess, they just outsourced it to call centers.
This costs money. Under the circumstances, it would be more convenient and cheaper for small businesses with a skeleton staff to introduce automation to get the same job done.
It will be cost-effective and faster if these businesses use their own Chatbot to interact with their customers, who could be better served and quicker, as automation is much faster than human responses.
“Alexa” is a very effective Chatbot that the e-commerce giant Amazon employs to interact with their millions of customers, and without any complaints, “Alexa” works for them 24x7x365 days.
No problems with human resources, no holidays, no leave, never getting late to arrive, no personal issues, “Alexa” is their best “employee,” but you would not see them.
“Alexa” could answer questions, where you could ask where you could buy something, and “Alexa” would oblige faster and direct you to the right source so that you could buy it.
To take it on another platform, we could deduce that this is nothing but “Artificial Intelligence” or AI, which Amazon’s excellent online store has used through “Alexa.”
A new dimension
Our online shopping is taking a new dimension. Other apps presently being used would become obsolete with Chatbots taking over and bringing a more personal touch to customer and seller interaction.
The Chatbot infection also bites customers and turns in drones to engage with, get whatever they want, and even do it daily for their needs.
There is no doubt that Chatbots will be the future of e-commerce, with customers changing their online shopping experiences quite dramatically, helping sellers bring down costs and offer better prices.
It is basic human nature to be treated with a bit of personalization, and when customers come online, they would like the same treatment.
Chatbots would do just that by chatting with the customer and providing whatever information they need in a friendly and cordial conversation.
E-commerce Chatbots would be the future, bringing a new dimension to online shopping-commerce. Chatbots would identify the customer’s intent and purpose and, by doing so, would direct them to the right destination to fulfill their need.
Employing automation has brought down the costs of many products. Chatbots could be compared to the automated assembly line in a car manufacturing plant as just one example of many.
Since computer-guided automation was introduced, there was a drastic reduction in human resources, and production costs dropped substantially, enabling manufacturers to offer better prices.
The future for a chatbot is bright.
The same thing would happen to the proliferating e-commerce industry, too, because chatbot development would eliminate the need for human interaction between customer and seller.
This reduction would bump the prices of goods sold online, and the beneficiaries would be none other than the customers.
This would be very welcome by customers, and they are not bothered with whom they chat online as long as they can buy their products cheaper than they would otherwise pay.
The e-commerce business cannot do away from the required need to interact with online customers because they would have many questions to answer before they act and buy.
As marketers, we know how difficult customers can be and convince them, especially those who are quite cranky on the phone. Still, a Chatbot rather than a human would politely address their crankiness.
Chatbots do not have emotions and are there only to answer relevant questions. If the customer deviates from the set parameters, it would just say “sorry” as it may not understand what the customer needs.
E-commerce businesses could get some weird inquiries, and the best ruse for these businesses would be to employ Chatbots and let them do the chatting.
Most of the time, the customer would not know that he is chatting with computer software on the other side of the line, but as long as they are happy and press the “BUY” button at the end,… who cares?
The next decade could see a proliferation of chatbots in most e-commerce businesses and a drastic price reduction if someone questions why most products are cheaper online than in retail stores.
The answer would be plain and simple: the cost factor between humans and the Chatbot.
