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Ecommerce Brands: Uncovering The Advantage Of Using AI Chatbots

A woman is typing on a laptop while managing an ecommerce store on Shopify.

Are you looking for a way to improve your ecommerce customer experience (EX)? Chatbots can be the key.

Whether providing personalized product recommendations, one-to-one shopping assistance, or real-time customer support, these automated conversation tools can greatly impact your bottom line. 

Let's explore the impact of AI chat on the world of eCommerce.

How Are AI Chatbots Different, and What Are Their Advantages?

eCommerce chatbots are a great way for online retailers to give their customers the best experience possible. By using these tools, businesses can answer product questions and provide sales support, so customers don't have to wait for someone from customer service. Chatbots also offer conversational marketing opportunities, such as the ability to engage with shoppers right on website messaging platforms such as WhatsApp, Instagram, or Facebook Messenger. 

AI chatbots also provide invaluable insight for eCommerce brands. Not only do they enable real-time user interaction, but their analysis can help you improve services that cater to customer demand and preferences. With this technology's instant access to critical data, you can reduce operational costs while maximizing efficiency. Is your online store powered by Shopify? Does the idea of an AI chatbot interest you? Then, you should have a look at what Rep is doing.

Key Benefits of AI Chat for eCommerce Brands

  • AI chatbots are revolutionizing the way customers interact with businesses. They provide helpful advice and guidance and facilitate a two-way conversation that builds more meaningful relationships over time–gaining valuable insights from each exchange.
  • With AI chatbots, you can reach customers on their preferred channels and deliver content that speaks to them. Combining the convenience of automation with engaging messages creates a comprehensive customer experience.
  • Providing a fast response to customer questions is essential for anyone selling online. Over 50% of potential customers will ditch their carts if they don't get immediate answers. That way, customers won't rely on slow email responses or phone calls anymore. Chatbots offer the perfect balance between quick and thorough support, immediately giving customers the information they need without overwhelming them with too much detail.
  • Chatbots provide instant access to critical data. This allows you to save costs and maximize efficiency while delivering excellent services tailored to user needs.
  • Telling a story is an art form. When you add in the power of AI chatbots, eCommerce can go beyond simply product sales. It can also engage customers with educational content like images, GIFs, videos, and audio that capture their attention. This ultimately enhances the relationship between customer and brand as the conversation moves along more efficiently.

The Trends of AI Search in 2023 

OpenAI's ChatGPT chatbot has revolutionized how people get information on the internet. Not one to be left out of the race, Google is gearing up and readying its AI-backed tools for search engine queries. Google is revolutionizing our understanding of artificial intelligence with the debut of its innovative new chatbot, Bard. Powered by LaMDA – an impressively intelligent and creative AI model that some experts have suggested might be sentient – this latest development promises to make unparalleled use of existing knowledge worldwide.

Microsoft is taking proactive steps to ensure they have a spot in the AI space; recently, partnering with OpenAI, they're now incorporating these revolutionary capabilities into Bing.

How eCommerce Brands Can Prepare Now 

With their chatbot technology, top brands like Starbucks, Sephora, and Domino's Pizza are taking the customer experience to new heights. But these companies aren't necessarily eCommerce brands. Instead, they have omnichannel capabilities, making their products available online. If these companies can benefit from AI chatbots, your eCommerce business can.

Whether customers are looking for product information or trying to find an answer quickly, these bots can provide helpful insight in no time. Plus, thanks to advances like natural language processing (NLP), conversations feel more and more human-like every day.

Tips to Prepare Your Business

  • Research the top AI chatbot options for your product. AI chatbots are a great way to bolster your business, but not just any platform will do. When deciding which AI chatbot is best for you, keep an eye out for the features that matter most. This might include user-friendliness, automation grade, accuracy in understanding customer queries, targeting capabilities, integrations with other platforms, branding options, A/B testing,  reporting and analytics tools, and/or access to tech support when something goes wrong.
  • Start running more personalized and targeted marketing and advertising. Investing in a marketing automation platform is the key to creating personalized, targeted campaigns that speak directly to your audience. The payoff could be huge, but only if you take the time and craft lead-scoring systems and triggers tailored to their needs.  When you run more personalized and targeted ads, you can get the insights you need to serve your customers better. Using the insights from your campaign, you can customize your chatbots to meet your customers' needs. 
  • Ensure your website, product descriptions, and images are current. Perform a complete website audit to ensure all information and images are accurate. That way, implementing your chatbot on your website will give your visitors the most reliable information. 
  • Be sure your platforms are connected for automation. Doing so will allow you to automate processes, making them more efficient and providing an enhanced user experience.


With eCommerce on the rise and personalization becoming more important, brands are smart to lean into AI chatbots. Conversational AI allows companies to connect with customers across many different platforms, not just on their websites. This creates valued relationships that can improve loyalty towards a brand. Plus, it helps convert these connections into loyal clients with great customer service. On top of all these benefits, utilizing an AI chatbot can help your business automate inner functions, reducing operational costs and potentially driving revenue growth.

Struggling to boost your online presence as a business? Digital Neighbor is here. Our full-service SEO agency provides customized digital marketing solutions that can help you reach more customers. Contact us today to book a call.

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