Around 80% of customer support queries are repetitive – such as order tracking, product usage FAQs, return and refund queries, etc. Level 3 Conversational AI integrated with store and logistics systems can determine the true intent behind order tracking queries and utilize available info like order date, shipping date, current location, and ETA to address the intent. A smart bot can automatically learn from data, understand frequent product queries and answer them instantly. This delights the user, strengthens the brand and improves retention. A deeply integrated bot can automatically record refund and return queries and sync with the right team in your CRM system. Overall, this can drastically reduce your response time, reduce customer support costs, and free up your agents to give personalized attention to high-value conversations.
Consumers reach out to a brand on messaging channels whenever they have a query in mind. This can be in any part of the user journey from product discovery, to product-specific queries, to shipping and payment queries, to order tracking, to product usage queries to re-order. The need to chat to get assistance and get your query resolved is a pretty core need (and has been largely ignored until now).
In the past 5 years, chatbots have been a great source of frustration for consumers, due to their inability to resolve user queries. Chatbots lacked the capability to understand context, and hence miserably failed for e-commerce use cases. However, consumers only care about getting their queries resolved instantly and satisfactorily, and do not particularly care if they are interacting with a human or bot if they are able to achieve their end. Level 3 AI chatbots have made it possible to carry out such engaging human-like conversations through a bot for the first time in history. Due to this unique ability to understand user concerns and offer personalized solutions, we have found that users are more than happy to interact with smart bots.
Level 3 e-commerce bots can understand user queries and instantly provide tailored responses. This kind of instant personalized interaction at any time across any channel makes users feel that your brand cares about them and is always there for their needs. Freeing up your customer support agents to attend to high-value conversations makes these customers feel extremely special. Delivering such delightful experiences repeatedly helps cement a strong brand image in your customer’s mind, and gradually turns new users into die-hard fans of your brand.
Around 10% of the time, users talk about a long-tail query that the bot has not encountered before. In this case, the bot is able to detect that it is not confident about the user intent, so it apologizes to the user and asks them to rephrase their input or choose from a set of functionalities. If the user says something that the bot cannot understand a second time, it apologizes to the user and hands this conversation to a human agent.
The queries that the bot couldn’t handle get flagged and added into the system periodically. This enables the bot to become smarter over time and drastically reduce its confusion rate.
Yes, we provide a live chat system to handle customer support queries that could not be addressed by the bot. Our live chat system has all the features of a standard customer support system like labels, quick replies, smart assignment, prioritization, analytics etc. In addition to this, we have several e-commerce specific features as well, such as integration with your store’s product database, user’s order history, logistics systems, user profiling, and re-marketing campaigns which help streamline e-commerce specific workflows for your agents without leaving the live chat dashboard.