Artificial Intelligence (AI) is the link between finding key patterns in large data sets and predicting intent. E-commerceteams are more effective and efficient when AI is used to improve their customer experience. The most important about AI is that it is able to create a personalized environment which matches the customers desire. This personalized customer journey has great impact on business, and can lead to an increase of sales increase of 10%.
Consumer behavior will be analyzed and machine learning selects the products with the biggest chance of purchase. Earlier surfing and buying behavior will be compared with other customers.
Personalized tools are making their entrance in the customer journey. They take care of personalized search results in webshops and show product recommendations at the right moment to the right digital channel.
Voice commerce and chatbots
Chatbots will be most visible for consumers. They will act as ‘service agent’ at big messenger platforms without the effort of people. Voice commerce-solutions and virtual personal assistants enable people to search and buy by voice command. Gartner predicts 30% of technologic interaction in 2018 will be like a conversation. In 2020 people will spend 2,1 billion dollars at smart speakers.
Predictive analytics use a technology that help you find key patterns in large data sets. Marketers and salesman miss a lot of patterns because these sets are so big and divers. Once the key patterns are discovered, the system gives signals about the ‘next best action’.
Gartner stated: “By 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human.” With the increasing power of AI organizations will be able to upgrade their customer experience.