Justin Racine, Principal of Unified Commerce Strategy, recently wrote a blog for CMSWire on the various consumer shifts and impacts AI has had on ecommerce. With his extensive experience in ecommerce platforms, he has strong predictions for the future of ecommerce with AI’s growing influence. Here are the highlights of those insights.
Conversational Ecommerce is the Logical Next Step in Online Shopping
Conversational commerce is set to revolutionize the ecommerce landscape as many brands shift away from traditional methods. Online shoppers are accustomed to the conventional browsing and checkout processes that have been standard since online shopping began. However, with AI’s help, the shopping experience is evolving to allow shoppers to interact with a brand as if they were speaking with a live salesperson in-store. By using natural language, consumers can describe their needs and preferences, which will result in personalized product recommendations.
Digital Platform Q&A
Logictry is a platform developer that emphasizes replicating the interactive aspects of in-person shopping. They are enabling users to engage in conversations with their favorite brands online. How do they achieve this? Through a dynamic question-and-answer approach or more accurately, a question-and-question approach.
Users input queries about their desired products and based on their initial questions, receive follow-up questions that encourage deeper consideration. This process, guided by an algorithm, helps users navigate their thoughts and ultimately leads them to purchases that align with their needs.
Has Generative AI Replaced the Ecommerce Website?
Much like how video eclipsed radio, generative AI is poised to significantly alter the ecommerce website’s dominance. While ecommerce websites won’t disappear, their role will change drastically. Product detail pages will still be necessary, but the ways shoppers’ access and discover these pages will evolve. For everyday items, generative AI might be less crucial, but for products that require more thoughtful considerations, where shoppers might have limited knowledge, AI will most certainly play a crucial role in the decision-making process.
Leveraging AI for Brand Connection and Revenue Growth
Integrating generative AI in ecommerce requires solid product data, robust customer information, and a clear understanding of consumer needs. Brands must monitor key performance indicators to assess AI’s impact on customer behavior and sales. When implemented effectively, generative AI can build stronger, more human-like connections with consumers. Finally the potential and responsibility of adopting AI is critical and marks the beginning of a transformative journey for the industry.
For more ecommerce insights, read Justin Racine’s new CMSWire article.
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Leveraging conversational AI to enhance customer engagement is indeed a powerful approach for improving user experience and driving conversions. Nice!