Retailers are constantly looking for more innovative ways to delight customers and disrupt the shopping experience. There’s plenty of noise in the retail industry about new and emerging technologies that are intelligent, sophisticated, and provide real value to the end user, at least that’s what is promised.
Implementing a new technology can be a daunting task that requires money, resources, and time. Not to mention full confidence in the technology and solutions you’re investing in. Lately, we’ve been hearing constant talk about chatbots and conversational commerce in the retail industry. The question is, will they replace customer service reps? Let’s dive into what chatbots are, how they’re being leveraged in retail, and how close they are today to replacing customer service agents.
What are chatbots and how do they work?
Imagine logging onto your Facebook to check out what’s going on in your news feed. You want to order flowers for someone special, so you contact the flower company via Facebook Messenger. Within the messenger app, you ask for the flower delivery service. The messenger replies with a few basic questions (occasion, size, type, etc.) Once you figure out what kind of flowers you want to purchase, the messenger responds with a calendar option to select a delivery date, then enter an address, and instantly checkout, all within Facebook messenger. This is just one example of a chatbot.