How the Chatbot will Change Retail

facebook-chatbot

You’ll soon be able to do a lot of neat stuff with a Facebook messenger chatbot or via your favorite SMS app, such as WhatsApp, Line, Kik and Slack. For many of us who’ve used bot-powered digital assistants such as Apple’s Siri or Microsoft’s Cortana, bots may seem like a novelty. You may find yourself laughing at their misunderstandings more often than you’ve found yourself appreciating their utility.

But evangelists of the technology say that bots are poised to be at the center of a crucial paradigm shift in how we think about using the Internet. While a Web browser might once have been our front door to the Internet and apps often play that role today, bots could soon become our primary digital gateway. At a conference last month, Microsoft chief executive Satya Nadella said, “Bots are the new apps.”

Retailers will have much more pressure to adopt retail technologies that consumers will enjoy. This means the customer experience will be more implicated with technology, than ever before. The role of AI’s role in customer engagement will be in one word, exponential in its growth and impact on sales.

What many people don’t seem to realize is how chatbots are the first contextual AI that will change how brands and smart spaces communicate with us. The chat bot revolution comes at a time when mobile commerce, the Internet of things (IoT) and more immersive branding combine to form a better experience for customers and one that allows them to truly personalize their journey in relation to your brand and while shopping in your store.

Integrative Engagement Paradigm (IEP)

  1. Personalization: Chat-Bots (AI) linked with predictive analytics and data-augmented technologies such as cloud POS, Big Data, loyalty programs.
  2. Convenience: Wearables (unified nativity). Multiple points of contact (Voice, SMS, notifications, wearable vibrations, color flashes on smart bands (that mean different things).
  3. Responsiveness: Smart Spaces (IoT). Open-source human data-points and human analytics.
  4. Immersion: Video content, Digital signature, holograms, AR & VR. Acquiring and engaging attention, branding and emotion.
  5. Customization: Personal Virtual Assistants (AI-ML-NLP). Hybrid human-AI intelligence.

With social media becoming less engaging and social sharing down on sites like Facebook, we’re already looking to the future. The future is one in which AI actually humanizes cities, spaces and facilitates a more personalized world full of more ambient and emotional customer experiences and authentic interactions.

Growing up texting and on Instagram is one thing, growing up with responsive environments and customizable AI interfaces is quite another. The future is not just one experience, it’s choosing the way you want to interact with people, places, brands and contexts that are customizable with AI to help you navigate an increasingly “noisy” world.

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