AI in e-commerce and customer service

AI technology helps companies to streamline processes, achieve higher revenue and create a better customer experience – it can be a gamechanger in both 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, you need the corresponding product data. What used to cost employees a lot of time and cause a lot of stress can now largely be taken over by a PIM system.

With numerous AI features, it not only supports the import of data, but also handles categorisation and even automatically creates individual product descriptions and translations. This reduces the amount of manual time required enormously.

What types of AI are used?

Generative artificial intelligence (GenAI) aims to use complex models to create new content such as texts, images or videos.
In machine learning (ML), the system ‘learns’ from data without explicit programming, for example in spam filters for emails.
Deep learning is a sub-area of machine learning that works with artificial neural networks and is, for example, used in speech recognition.
Natural language processing (NLP) works with human language – written or spoken, e.g. in chatbots or virtual assistants as well as in text or sentiment analysis.

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, for example, directed to an online shop through a price comparison engine, the AI used in the system will mainly present them with cheap items or show them personal discounts. An AI-based image search in the shop system ensures a better customer experience by displaying similar images as recommendations. In addition, a virtual shopping assistant can provide comprehensive advice on the product range.

Conversational AI in customer service

AI Agents and voice assistants

Artificial intelligence also offers great added value when it comes to customer service centres. In the form of chatbots and genAI-based assistants, it helps provide quick, consistent answers to queries across multiple channels — even around the clock. This results in a higher efficiency with increased customer satisfaction.

For novomind customers, AI Agents 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 a customer’s mood. 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.

Too many enquiries and not enough hands to handle them? Let AI Agents handle your customer service!

AI is part of our DNA

novomind AI

Artificial intelligence has been helping to 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 contact centers, 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 you with the best possible advice on possible AI use cases and on the integration and utilisation of our AI-supported software products in the areas of digital commerce and customer service. Our technology specialists will support you – from analysis and brainstorming to implementation.

Are you ready to use AI in digital commerce or customer service? Then get in touch and together we will find the AI use cases with the greatest ROI for your company!

Transa

Further case studies

Transa

Further case studies

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: more efficiency, a faster time to market, higher conversion rate and a 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 center software for optimal omnichannel management – from chatbots to email management, video chat and social media communication.

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