The age of rule-based chatbots is over. A new generation of AI chatbots is rapidly replacing them. For eCommerce brands, the latest chatbots can enhance user experience and drive CSAT across touchpoints. The result: faster conversion and higher average order value

What’s equally attractive is the potential for reducing support costs. According to Juniper Intelligence, the figure could be as high as $11 billion per year by 2023.

So what are the features that set apart an advanced eCommerce AI Chatbot from the rest of the pack? Read on to find out.

5 Advanced Features to Look for In an eCommerce AI Chatbot

1. Personalization

Personalized experiences are an essential factor in driving customer loyalty and lifetime value. AI chatbots are designed to leverage user data like product wish lists and browsing history to put customer queries into context.

This helps them respond in an almost human-like manner. Thanks to Natural Language Processing (NLP) technology, AI chatbots can greatly reduce time to conversion through personalized recommendations.

2. Integrated Performance Analytics

The best eCommerce AI chatbots are also capable of collecting performance data such as total users, repeat users, usage frequency, bounce rate, total resolutions, etc. This information can help you objectively assess ROI and optimize the chatbot for even better performance.

For example, to improve response time, you can simply connect your knowledge base to an AI chatbot. This will enable it to provide information on your latest products and offers in real-time.

3. Omnichannel Coverage

The smartphone generation is driving brands to deliver integrated experiences across channels like social media, messaging, native apps, and the mobile web. Research shows that Millennials and Gen Z routinely switch channels throughout the eCommerce discovery to conversion cycle. 

So the chatbot you choose should be easy to deploy across multiple channels. This enables you to stitch customer interactions across say, Instagram and WhatsApp, into a single 360-degree customer view.

4. Easy integrations

As more and more businesses migrate to the cloud, API support is a must-have for AI chatbots. This feature can enable it to fit seamlessly into your existing software stack and start creating value right away.

Ease of integration can also enhance data visibility for all stakeholders such as sales, marketing, and customer support. The result: improved team collaboration and efficiency.

5. Smooth Human Handover

AI chatbots are equipped with sentiment analysis technology which allows them to skip the workflow and hand it over to a human agent. This helps drive a positive customer experience and reduces time to resolution. Rule-based chatbots are restricted in their ability to do so.

Insync’s enterprise-ready AI chatbots combine contextual awareness with data analytics to create seamless CX for brands across verticals. Contact us today for more information!