Traditional advertising like print ads brought customers to brick-and-mortar stores before the rise of e commerce in the 90’s. To convert the visitors into clients businesses leveraged salespeople to sell their products. There is still today a 30% average conversion rate from a visitor to client when a good salesman leads the customer thought the sales process.
The explosion of e commerce in the 90’s went with the disappearing of conversation while shopping.
In this new era, customers with questions or concerns had to go seek for it – leading to less interaction and lower customer loyalty.
It appears like a nonsense :
How did we let conversation step out from our shopping journey ?
Before the advent of both AI and new messaging platforms it was simply impossible to offer online customers the assistance needed. The technologies where not ready to offer that kind of support at scale.
Connectivity, data, and processing power have come together to make disruptive technologies like artificial intelligence possible.
We have entered the age of conversational commerce, it's 4th industry revolution and an amazing opportunity.
We at Levia.au want to be part of this exciting revolution.
Conversational AI is the technology that enables people and computers to communicate with each other in a way that mimics a natural, back-and-forth conversation
The ability to communicate in this manner is a huge advancement from how we’ve been able to interact with computers so far, which up until recently has been one-way and via text only.
An integral part of conversational AI is Natural Language Understanding (NLU) and Natural Language Generation (NLG) this entails having a system that can precisely classify intents and entities.
An intent is the intention of the end user – what is the customer trying to do?
Entity provides context for that intent. In other words, an entity refers to the information that is helpful in answering the user’s request.
Another critical component of conversational AI is machine learning, which refers to a computer’s ability to learn without being explicitly programmed, and get “smarter” with more information it receives.
Conversation is back !
Business can now comunicate with their consumers instead of just pushing messages at them, and that really changes the dynamic
With Conversational Commerce, consumers engage with human representatives, chatbots or a mix of both to receive a personalised service.
As messaging apps overtook social networks, with hundreds of millions of monthly active users, Conversational Commerce took on and companies and consumers benefited from highly personalized interactions.