Artificial intelligence and e-commerce, best practices to apply

How is artificial intelligence changing the approach of e-commerce companies to their customers? What AI tools best fit the customer experience and how can they be applied to make customer service processes more effective?

Artificial intelligence (AI) is an established reality and is transforming many of the daily activities in which we become involved.
Speaking of customer-business interaction, we are increasingly seeing the demand for faster and more personalized services, where AI becomes an asset, and in the e-commerce landscape, it can offer new opportunities to improve the customer experience and optimize business processes.
In this context, the use of technologies such as automation, chatbots and voicebots is becoming increasingly common and can prove to be a strategic choice that can make the difference between a company falling behind and one accelerating in the race for innovation.

The Impact of artificial intelligence on customer care in e-commerce

When we talk about e-commerce, that is, online shopping whether on specific monobrand sites or on brand aggregators, the aspect that many people often do not consider is that related to theinteraction between consumers and the company distributing the products.
Although buying on the web is proposed as an experience of the individual, made in total autonomy, we forget how much, however, this can lead to doubts and difficulties. Inquiries and needs that must then be answered and resolved by customer service, whether traditional or otherwise.
Touchpoints have multiplied and so have the ways in which customers approach companies.
This is why the use of AI becomes an easy solution: thanks to AI, companies can handle inquiries, answer frequently asked questions and solve problems in real time, without the need for continuous human intervention.
But let’s see in detail how artificial intelligence can be applied in e-commerce.

Automation of responses to customers

One of the most significant aspects of implementing artificial intelligence in e-commerce is theautomation of customer interactions. Chatbots and voicebots can handle a wide range of requests, enabling companies to:

• Respond quickly to frequently asked questions: reducing waiting time and improving customer satisfaction.
• Handle requests 24/7: offering support even outside business hours, without the need for additional staff.

Chatbots and voicebots, key tools for 24/7 customer service

Chatbots are software that use artificial intelligence algorithms to simulate a conversation with a customer. These tools can automatically answer frequently asked questions, manage reservations, solve technical issues and even guide the user through a path to purchase. Integration with messaging platforms, such as Facebook Messenger or WhatsApp, has enabled many companies to provide fast and immediate customer support.

Voicebots, on the other hand, are virtual assistants that rely on voice commands. Through the use of advanced AI, voicebots are able to understand customers’ verbal requests and provide relevant responses. For e-commerce, the use of voicebots is growing due to the ability to easily interact with users, even during the purchase process, offering support to track orders, ask about products, and provide after-sales support.

Benefits of artificial intelligence in e-commerce

The benefits of leveraging AI-based means such as automation, chatbots and voicebots in a context such as customer experience in e-commerce are numerous and absolutely obvious:

• 24-hour availability: thanks to automation, continuous support can be provided without the need for active staff at all times.
• Operational efficiency: chatbots and voicebots reduce the need for human staff, lowering operational costs and allowing agents to focus on more complex and strategic problems.
• Personalization of care: artificial intelligence can be configured to respond in a personalized way to customer requests, improving the overall experience.
• Speed of response: the speed with which chatbots and voicebots can resolve issues reduces waiting time, increasing customer satisfaction.
• Loyalty: as a direct consequence to process efficiencies, personalization and speed of response, customers feel more inclined to use the products and services of a brand with which they have perceived a quality customer journey.

Best practices for integrating artificial intelligence and e-commerce

To take full advantage of the use of artificial intelligence, best practices must be followed to enable companies to take full advantage of these technologies.

Set clear objectives

Before implementing AI-based technologies, it is critical to clearly define goals. Some examples of goals might include:

• Reduce response time: establish a specific target to improve service speed.
• Increasing customer satisfaction: measuring customer feedback to assess service effectiveness.

Choosing the right technology

Choosing the right technology is crucial to the success of integrating AI into a customer care or post-sales process in e-commerce: automation, chatbots and voicebots must be used to their full potential.

Monitoring and analyzing data to improve customer experience

AI enables the collection and analysis of vast amounts of data, which can be used to personalize the shopping experience and anticipate customer needs. Companies should invest inpredictive analytics to optimize offerings and improve audience segmentation. Once the technology is implemented, it is essential to monitor performance and continuously optimize service.

Automation of the order management process

A key part of the online shopping experience is order management. With AI, it is possible to automate the handling of returns, shipments, and complaints. AI can also monitor inventory status, predict stock levels, and manage orders more efficiently.

Adoption of omnichannel solutions

AI should be used across all sales channels: website, mobile app, social media, and phone support. Ensure a seamless omnichannel customer experience is critical to building customer loyalty and increasing sales. AI-based tools can unify the experience between online and offline, facilitating interaction across channels.

How INGO applies artificial intelligence in the e-commerce and retail sector

INGO is always at the forefront of innovative technology adoption and applies artificial intelligence to optimize processes and improve the customer experience for e-commerce and retail companies.

Customized customer care solutions

INGO works closely with its clients, and even in the e-commerce and retail sector it is able to develop customized solutions that integrate artificial intelligence technologies. Thanks to its experience, INGO is able to:

• Using analytical data to improve performance: Providing detailed reports and useful insights.
• Adapting chatbots to specific business needs: Creating industry-optimized conversation flows.

Business flow automation

INGOalso appliesAI to optimize business flows, such as order management and post-purchase customer care. Through chatbots and voicebots, it is able to satisfy the most common and repetitive requests and direct the most engaging inquiries to specialized operators when necessary.

Ongoing training and support

Another best practice that INGO applies is to provide ongoing training for its agents. This includes:

• Staff training sessions: ensuring that operators are comfortable with new technologies.
• Post-implementation support: monitoring performance and making necessary changes to improve the service.

Omnichannel integration

INGO is committed to ensure that AI solutions are effectively integrated into all communication channels. This approach enables:

• Maintaining consistency in service: Delivering a smooth customer experience, regardless of the channel used.
• Gathering data from multiple sources: Further optimizing interactions and responses.

INGO as your e-commerce customer care partner

Artificial intelligence and e-commerce are set to become increasingly interconnected. Automation, chatbots, and voicebots are just some of the technologies that, when integrated properly, can lead to extraordinary results. INGO is committed to supporting companies in adopting AI solutions, customized and optimized for e-commerce and retail, to ensure a successful digital future. Start exploring today how artificial intelligence can revolutionize your e-commerce and get ready to reach new heights in customer service.