Using AI to Help Customers Avoid Information Overload

Ever feel overwhelmed when you go onto a retailer’s website or mobile app? Today’s ecommerce experiences put massive amounts of information at shoppers’ fingertips — but oftentimes this influx of data can be harmful to the customer experience.

Navigating all the available information on a website can be both frustrating and create a roadblock for consumers shopping for a particular item or looking for a specific answer. Luckily, artificial intelligence technologies are helping solve this problem, empowering shoppers to cut through noise and quickly find the right information without having to comb through all the text. Here’s how AI-driven chatbots can help minimize information overload, making for seamless, intuitive customer experiences:

Getting to the root of customer needs

A big issue customers face when interacting with brands online is the feeling that their issues and needs aren’t accurately understood. With so much information now available, customers can be forced to search for answers on their own — taking extra time and effort to find relevant information that impacts their demands.

Chatbots help to mitigate this qualm. Equipped with cutting-edge natural language processing (NLP) capabilities, these tools have the ability to dig down into customer issues and truly understand the intent behind their queries to, in turn, provide the most relevant and accurate response and/or escalate the customer to the best resource. Ultimately, this not only ensures customers questions are accurately answered, but gives them the feeling that their issues and situations are being heard.

Pinpointing where online support falls short — and fixing it, fast

With AI, brands can monitor how their customer experience strategy is actually performing and whether they’re efficiently supporting customers. Embedded within chatbots, retailers have the back-end capabilities to pinpoint repeated semantic clusters of phrasings, and understand where their support isn’t accurate or helpful to customers. From there, they alert CX managers to these problems and prompts them to address them by adding more information.

Another key part of this equation is the ability to quickly update all of the company’s knowledge across every platform the chatbot exists on — be it social media, a mobile app or website. This multi-pronged integration ensures the company’s channels offer consistent support no matter where a shopper is looking for answers.

Personalizing the experience

Personalization is a major buzzword in today’s hyper-digital retail space. But the fact of the matter is that tailoring the customer experience is a valuable way minimize information overload for customers.

In the customer service realm, chatbots can ensure customers get information that is most relevant to their particular situation. Specifically, by allowing the chatbot to dig into a specific customer’s profile on the retailer’s website, they can understand previous interactions or purchases and ensure they are providing insight that aligns with these historical insights. Understanding an individual customer’s needs is crucial to providing a seamless and supportive digital experience.

Today’s retailers are tasked with not only having the most interactive ecommerce experiences, but they’re expected to present information in a way that is valuable for their specific customers. Leveraging AI technologies, retailers can ensure their digital properties minimize information overload and provide a top-notch shopping experience.

Ryan Lester
Director, Customer Engagement Technologies, LogMeIn