AI in e-commerce and customer service

AI technology helps companies to streamline processes, achieve higher revenue and create a better customer experience — both in e-commerce and customer service.
AI in e-commerce

Product data, purchase advice and more

Artificial intelligence is currently revolutionising digital commerce because more and more processes can run automatically in the background. An example: in order for a product to be displayed correctly on an online shop, the corresponding product data has to be entered. What used to cost employees a lot of time and cause them a lot of stress can now largely be taken over by a PIM system. AI helps with data imports and reduces the time required for the process by up to 30 percent.

 

But AI’s capabilities go even further: a text robot based on natural language processing (NLP) can even, for example, create individual product descriptions. Employees no longer have to write recurring text themselves.

What is AI/Artificial Intelligence?

  • AI is a branch of computer science that attempts to simulate human thinking and action with machines (computers).
  • In digital commerce and customer service, AI is used in the form of simple rules through to to deep learning algorithms.
Personalised search results

The top priority: happy customers

In addition to efficient, automated processes, however, it is becoming increasingly important for companies to provide an outstanding customer experience. This ensures greater customer satisfaction and, therefore, fuller shopping baskets.

 

How does AI help with this?

With personalised search results. If customers are directed to an online shop through a price comparison engine, for example, the AI used in the system will mainly present them with cheap items or show them personal discounts.

Conversational AI in customer service

Chatbots and voice assistants

Artificial intelligence also offers great added value when it comes to customer service centres. In the form of chatbots and voice assistants, it helps provide quick, consistent answers to queries across multiple channels — even around the clock. Higher efficiency with increased customer satisfaction? Every controller’s dream has come true.

 

For novomind customers, chatbots provide definitive answers to up to 80 percent of all recurring questions, giving agents more time for complex queries. This is a major plus when it comes to employee motivation and first contact resolution rate.

 

When used correctly, conversational AI can do even more nowadays: thanks to Natural Language Processing (NLP), it is also able to automatically detect mood. In concrete terms, this means: AI evaluates text from customers — in emails, for example — and classifies the stance expressed as positive, neutral or negative. This helps agents in the contact centre to prioritise urgent queries and gain a quicker understanding of how customers feel.

AI is part of our DNA

novomind IQ

Artificial intelligence has been helping shape our work at novomind for over 20 years. It has been part of our philosophy since the very beginning and is constantly being further developed under the umbrella of “novomind IQ” in all novomind Connected iProducts. In this way, our products provide businesses with optimal support to take on the competition in digital commerce and customer service and gain their customers’ attention. Whether novomind iAGENT for your contact centre, novomind iPIM for successful omnichannel commerce, novomind iSHOP as a high-performance shop system or novomind iMARKET for strategic marketplace trading: we equip our products out-of-the-box with intelligent AI technology, thus creating real added value.

A smart team for your company

We provide the best possible advice to customers and partners on how to use and integrate our AI-supported software products in the areas of digital commerce and customer service. The technology specialists working at our AI Competence Centre will support you — from analysis to generating and implementing ideas.

Reach your goal faster with AI-based product data mapping

Transa uses novomind iPIM Supply to process around 90 supplier catalogues. Intelligent attribute and value mapping ensures that product information is linked and enhanced, so that high-quality product data is available to create optimum product presentations in novomind iSHOP. 
“From the first demo I thought, this could revolutionise our product data process. And that’s exactly what it did.”

Marcel Sauer, Product Owner PIM, Transa

Transa Case Study

novomind Connected iProducts

More than the sum of its parts. Each of our novomind software products supports best-in-class digital commerce and customer service, but the interaction between several novomind Connected iProducts creates valuable additional benefits. For more efficiency, a faster time to market, higher conversion rate and flawless customer experience.

novomind iPIM

The comprehensive (and modular) PIM system for digital product experience management (PXM) and product-related master data management (MDM).

novomind iSHOP

The innovative, modular real-time shop system for growth-oriented B2C and B2B omnichannel commerce.

novomind iMARKET

The highly-automated, modular marketplace middleware for strategic marketplace trading.

novomind iAGENT

The intelligent contact centre software for optimal omnichannel management – from chatbots to email management, video chat and social media communication.

Let’s get in touch

Do you have some questions? Or are you interested in our company and services? The novomind team is always on hand to help – via the channel of your choice.
Joachim von Wahden
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