“Bots take over,” Gartner just announced in their report on the most important tech predictions for 2018. This study predicts that in 2021, over 50% of companies will annually invest more in bots and chatbots than traditional mobile apps. “Traditional apps… will become just one of many options for customers.”
The time has come to prioritize chatbots in retail environments. Failing to do so could mean missing out on a key opportunity. We’ve put together a basic guide to help you understand how chatbots will help improve retail customer experience.
Virtual assistants will reduce repetitive tasks
Virtual assistants reduce wait times and can answer frequently asked questions precisely and in real time. As well as helping customers, they are essential for optimizing and minimizing the amount of repetitive, daily tasks done by staff.
The newest generation of chatbots, developed with artificial intelligence and deep learning, can make ultra-personalized suggestions, connect complex ideas, learn from customers and speak naturally. This is key to allowing virtual assistants to make more sophisticated suggestions over time. Beyond simply providing product information, these virtual assistants behave increasingly like humans and can make accurate predictions about customer lifestyles to predict their future needs.
Chatbots allow retailers to gain a better understanding of their customers
Using big data and analytics, virtual assistants help clients and give retailers a valuable analytics tool. Precise information about customer behavior and buying habits reduces the risk inherent in daily operations, favors space optimization and is essential for training the team. It also promotes engagement and the creation of segmented marketing campaigns. Chatbots are essential for reducing characteristic uncertainty in the retail sector.
Know the limits and redirect to offline channels
Retailers must opt for solutions that help customers redirect questions if virtual assistants can’t find the answer. Artificial intelligence is constantly pushing these limits and favors progressive learning, but it is still convenient for these solutions to clearly and precisely describe how to solve a problem offline in the shortest possible time. Balancing automated and human interaction leads to more efficient and intelligent retail management.
Adding fun and promoting play
Virtual assistants add personality to a brand. In addition to having their own character, they invite customers to discover, participate and play. Voice-activated assistant Halo interacts with customers through digital signage and helps them find the products they are looking for. It can also select the latest offers and display events and activities.
Beabloo develops solutions to meet the needs of the 3.0 retail store. Want to know more about our pioneering technology? Don’t hesitate to get in touch!