Conversational commerce, also known as conversational AI or conversational marketing, is the use of artificial intelligence (AI) to power chatbot and voice assistant interactions that allow businesses to have more human-like conversations with customers. Conversational commerce is transforming customer engagement in the digital era by making it easier and more convenient for customers to interact with businesses, and by providing businesses with a more personalized and efficient way to serve their customers.
Here are some of the ways that conversational commerce is transforming customer engagement:
- 24/7 customer support: Conversational commerce bots can provide 24/7 customer support, answering customer questions and resolving issues quickly and efficiently.
- Personalized experiences: Conversational commerce bots can learn about individual customers over time and provide them with personalized recommendations and experiences.
- Streamlined sales process: Conversational commerce bots can help customers to find the products or services they are looking for and guide them through the sales process.
- Improved customer satisfaction: Conversational commerce can help to improve customer satisfaction by providing customers with a convenient and personalized way to interact with businesses.
Here are some examples of how businesses are using conversational commerce to improve customer engagement:
- Sephora: Sephora uses a conversational commerce bot to help customers find the right makeup products and shades for their skin tone. The bot can also answer customer questions about Sephora products and services.
- Domino’s: Domino’s allows customers to order pizza using a conversational commerce bot on Facebook Messenger or via voice assistants like Alexa and Google Assistant. The bot can also track customer orders and provide updates on their delivery status.
- Bank of America: Bank of America uses a conversational commerce bot to help customers with their banking needs. The bot can answer customer questions about their accounts, transactions, and fees. It can also help customers to transfer money, pay bills, and deposit checks.
Conversational commerce is still a relatively new technology, but it is rapidly growing in popularity. As AI continues to develop, conversational commerce is poised to play an even greater role in customer engagement in the future.