AI technology helps companies to streamline processes, achieve higher revenue and create a better customer experience – in both e-commerce and customer service.
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.
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
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.
Too many enquiries and not enough hands to handle them? Let bots handle your customer service!
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.
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