Chatbots in retail are enjoying a surge due to the omnipresence of messaging apps. Retailers are using these platforms to bridge the gap between online and in-store experiences. By leveraging the ability to develop a Chatbot on these platforms, retailers are engaging with their customers in a more conversational setting. Harnessing conversational Artificial Intelligence, or AI-powered Chatbots, retailers will be able to provide consumers with a combined digital, personalized, and instant conversational experience along with offering them further opportunities, like exclusive access and previews.
Besides customer engagement, some Conversational AI platforms provide data and analytics regarding consumer behavior and the products they engage with. This information provides valuable insights for retailers to help them understand consumers, analyze issues in their value chains or consumer journeys, and align products and content to customer needs.
The technology might still be in its infancy, but many people use Chatbots on a daily basis without even realizing it. As time goes on, Chatbots will continue to evolve, become even better, and eventually perform a central role in improving retail customer experience.