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More than channels: omnichannel solutions transform customer service
Omnichannel platforms are a top priority for businesses. Our blog reveals how such platforms are helping companies meet customer service challenges.
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by Daniela Köhler
Publications officer
Writing poems, summarising texts, developing programming codes, providing answers to (almost) all questions – ChatGPT is a real jack-of-all-trades. What potential chatbots and other AI technologies open up in e-commerce and customer service and where they reach their limits.
In response to this question, the AI Assistant answers as follows: “ChatGPT can be used in many areas of application. The possibilities are almost endless and depend on the specific needs and requirements of a company or organisation.”
The special feature: ChatGPT learns on a continuous basis. The Large Language Model (LLM), which is already in the development phase, was trained up until 2021 through machine learning with billions of data sets from the internet. But that’s not all: With every question and every input, not only does the AI assistant’s wealth of data and experience grow, you also contribute to improving its abilities so that it generates more and more appropriate answers. The improved Chat-GPT-4 model even recognises pictures.
Whether in the form of simple rules or deep learning algorithms, the use of AI in e-commerce and customer service is nothing new. For example, smart text robots based on data-to-text technology contribute to an outstanding product experience. Just like ChatGPT, they can be used to automatically generate texts in a natural language. However, structured data such as a product database combined with rules and logic serve as the base for this.
Special AI tools then generate thousands of different product descriptions with variable details at the touch of a button. In addition, product data in an online shop can already be automatically enriched and refined by AI and machine learning algorithms. This pays off twofold: Experience shows that intelligent attribute and value mapping speeds up corresponding tasks by around 30 percent on average. High-quality and personalised product information also ensures an inspiring shopping experience and is an indispensable success factor in omnichannel commerce.
Conversational Commerce
But the capabilities of AI Chatbots go even further: In addition to efficient, automated processes, they contribute decisively to an outstanding customer experience – regardless of when or through which channels customers visit your online shop. For example, if they come via a price search engine, the AI could present them with low-priced articles or personalised discounts. If customers need advice, AI Chatbots such as ChatGPT are, with the appropriate adaptations, also competent contacts – around the clock. Instead of tediously clicking through the assortment in search of the right product, customers simply tell the chatbot what they want and immediately receive appropriate recommendations. Keyword: conversational commerce. This dialogue-oriented automated communication is guaranteed to leave a positive impression on your customers.
Conversational AI in customer service
The delivered goods are damaged, the ordered item does not fit, the product looks different in reality to the online shop: these are just a few of the many reasons people contact customer service. But no matter their issue or the channel customers use to contact us, they want one thing above all: not to have to wait ages for an answer. For this reason alone, AI Chatbots are effective for customer service centres of all sizes. The smart helpers select incoming customer messages and answer recurring questions independently, thus giving employees more time to deal with more complex issues.
When used correctly, conversational AI can now do even more: thanks to Natural Language Processing (NLP), some solutions can even automatically recognise the customer’s mood. If a customer writes a complaint, for example, the AI records the emotions expressed and prioritises the request as urgent. Customer service can thus score points with a short response time and quickly win the upset customer back through good service.
Nowhere is the competition greater than on the internet. Those who want to score points with their product range here and here alone will rarely be successful. In addition to attractive products and prices, a positive customer experience is also required throughout. AI Chatbots help with this, because:
AI technologies are the best tool for making your online shop stand out from the crowd of countless e-commerce offerings. Nevertheless, you should plan the use of such software carefully.
The current hype surrounding ChatGPT and the like is for good reason. After all, intelligent speech robots are revolutionising many areas of our lives. But even if the technology already seems very mature, it still has its weaknesses. Scientists and AI experts are currently cautioning against:
ChatGPT and novomind
You want to implement ChatGPT in your company? The novomind team first analyzes your requirements for the integration of ChatGPT and weighs up the pros and cons together with you. Which scenarios make sense? Then it’s time for implementation.
Thanks to our OpenAI interface, both ChatGPT and the current ChatGPT-4 can be easily integrated into the novomind product range – without high development costs and complex integration. This opens up a multitude of advantages for users:
novomind iSHOP
novomind iPIM
novomind iMARKET
novomind iAGENT
Do you want to learn more about the use of ChatGPT in e-commerce and customer service, and about the potential of conversational AI? Then contact our professional service. The technology specialists in our AI Competence Centre will support you in the integration and use of our AI-supported software products in the areas of e-commerce and customer service – from analysis and brainstorming to implementation. This is because novomind’s products are able to easily integrate with technologies such as ChatGPT.
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