Chatbots Can Effectively Resolve 65% of Customer Inquiries When Applied to the E-commerce Industry

A Study by Aivo Explores the Current Use Companies Are Making of This Solution and the Impact It Has on Both Consumers and Businesses

Consumers want information instantly and chatbots have become the perfect partner for companies of any size to answer inquiries immediately. As a result, more and more brands have been adopting this technology, but how are they implementing it and what results are they seen?

Aivo, technology company specialized in helping enterprises boost their customer service and sales growth through AI solutions, carried out a study to illustrate how companies are implementing chatbots and artificial intelligence in the Americas. This study was part of a wider comprehensive ebook that the company developed focused on the use of chatbots and AI in online sales.

The company analyzed a targeted sample of about 30 of their customers. It focused on businesses of different sizes that sell or offer a service or product through digital channels (categorized by Aivo as E-commerce) and use AgentBot, its AI-enriched chatbot solution.

From the information gathered, the following conclusions were drawn:

E-commerce businesses use chatbots across different channels to achieve concrete objectives:

• Companies that sell or offer online services usually implement chatbots on multiple channels. They mainly use their website, Facebook Messenger and Whatsapp to communicate with their clients.
• Most of these companies use chatbots to: increase sales, reduce costs, improve the customer experience, optimize customer service processes, deflect repetitive inquiries, offer omnichannel experiences, automate support on digital channels, add new support channels, and offer clients self-service tools.

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There is a high volume of engagement between clients and chatbots, especially regarding inquiries to accompany the purchase process:

• On average, E-commerce companies that use AgentBot have 3.746 monthly conversations with their clients and 10.110 interactions.
• The peaks of use of the chatbot during the week often vary according to the geography. The day most customers request a chatbot’s support for anglosaxon markets like USA and Canada was Thursdays, for Brazil it was Mondays and for Mexico, Wednesdays.
• Most responses to customer inquiries only take 2-3 interactions with the chatbot. Usually, most questions have to do with complementary information currently missing from the company’s website (which is easy to provide) but important to the purchase process.

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Customers found chatbots to be useful tools to help resolve issues effectively:

• In the last 6 months, AgentBot allowed companies to solve most of the inquiries and questions from clients. 65% of inquiries were effectively answered by the chatbot. Only 21% of the total queries had to be transferred to a human agent.
• The chatbot has proven to be a practical and valuable tool for these companies’ clients. 2 out of 10 clients used it more than once in the last 6 months.

The study also focused on the impact implementing chatbots have not only for customers but on businesses itself.

Speaking about the results of the study, Aivo’s CEO, Martin Frascaroli, commented: “It is extremely important to have your customers at the center of your strategy, not only because you will be able to provide them with the best experience but also because it will make your business thrive. Innovating and implementing AI in your sales strategy can seem like something complex and futuristic, but there are very practical concrete applications to improve customer experience and your business outcomes, especially in the sales, marketing and customer service departments. And chatbots are a great example of that.”

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