Over half of shoppers who use chatbots are more likely to shop from brands that employ conversational AI, according to a survey by Capterra, a software and services marketplace.
Capterra’s 2023 Retail Chatbots Survey also found that over half of respondents had negative experiences with standard retail chatbots, opening the door for ChatGPT integration. ChatGPT is an assistive tool that mimics natural language use by generating conversational responses to inquiries.
Widespread adoption of conversational AI chatbots is expected as large companies partner with ChatGPT or roll out their own bots. AI-enhanced shopping experiences can benefit businesses by tracking behavior and guiding decisions throughout the buying journey with greater personalization, according to Capterra.
Traditional chatbots fail to meet customer expectations, according to the findings. Just 17 percent of retail chatbot users have used a bot to search for products, and seven percent have used it to receive product recommendations. With the greater capacity to handle customers’ complex queries, conversational AI integrations can improve the most common issues with retail chatbots. The survey found that 67 percent of ChatGPT users feel understood by the bot versus 25 percent of traditional chatbot users.
“Most retail chatbots are rule-based bots and are best used for basic functions, like order shipping status or inventory checks,” said Molly Burke, senior retail analyst at Capterra, in a statement. “With natural language processing, better handling of nuance, and a greater ability to personalize responses, conversational AI has the potential to improve chatbot experiences by simulating the personalization and creativity provided by human agents.”
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