This article was published by Basic Thinking on behalf of e-bot7 on 17 December 2021.
Black Friday and Cyber Week are over and we are already in the middle of the Christmas business. Companies benefit from high sales figures, but at the same time, service agents experience a lot of stress. That’s why we show you how smart e-commerce bots can relieve customer service.
Shortly before the holidays, customer service employees are always faced with the same problem: customers are looking for suitable gifts and want advice on products in the online shop via chat or telephone.
Some companies are therefore already using chatbots. And practice shows that 75 percent of customers buy the suggestions made by the chatbots. This is precisely why it makes so much sense to use e-commerce bots in customer service.
First Gen Bots 2016 vs. Next Gen Bots from e-bot7 2021
A direct comparison of First Gen bots 2016 and Next-Gen bots by e-bot7 from 2021 explains how bots have evolved in recent years.
First Gen bots 2016
As the bots from 2016 were the first of their kind, the hype was accordingly huge. However, the functionality was very limited. The First Gen bots were only click bots, for which only a few use cases could be applied.
The smart chatbots: Next-Gen Bots from e-bot7 from 2021
The basis of e-bot7’s smart next-gen bots is now machine learning and artificial intelligence. They have greatly enhanced and optimised functionalities. Features that are particularly useful in e-commerce and retail include 24/7 support, intent recognition, multilingual bots, package tracking and in-chat payments.
Businesses have the opportunity to deploy scalable core technology around the clock and in 25+ languages with the enhanced bots. So the difference to the First Gen bots from 2016 is outstanding.
Resource Library: structure content and save time
In addition to the Next Gen bots, you will find the Resource Library as a new functionality in the Conversational AI platform at e-bot7. This is because 90 percent of e-bot7’s customers already have customer support content that they want to reuse for their chatbot.
The problem, however, is that this content is scattered across many different sources, such as the CMS, various websites, product manuals or internal help centres. The content is usually not formulated in question-answer format and it is often not obvious which content is relevant for the bot.
As a result, customer service loses a lot of time by having to search for the right answer in various sources. The Resource Library in e-bot7’s Conversational AI platform extracts the relevant content from the various customer support content that already exists. In addition, the answers are available to the service agents online in the message centre, drastically reducing their workload.
The Resource Library thus enables companies to simplify and speed up onboarding, reduce the workload for service staff and automatically increase customer satisfaction.
Conclusion: Smart e-commerce bots as the basis for customer service
The e-commerce industry is booming more than ever and customer expectations are constantly changing due to digitalisation. This is exactly why smart e-commerce bots should be the foundation of any retailer’s customer service.
They are beneficial throughout the entire customer journey as they provide individualised customer responses, reduce turnover and dissatisfaction of service agents and offer a highly scalable solution. You can find more information about e-bot7’s smart e-commerce bots here.