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The festive season is here and preparations are in full swing. Brands and businesses are looking to make the most of the excitement and maximize sales through efficient customer engagement. As the tide changes on customer shopping experiences, brands will be looking to find innovative ways to engage with customers and meet their demands efficiently. GenAI’s uprising will be the new game-changer this time. With GenAI being the new buzzword, marketers are finding ways to inculcate it in their strategy this festive season. Many brands have already started leveraging GenAI for their businesses and chatbots have become the go-to tool for them.Chatbots provide a solution by offering personalized engagement through one-on-one conversations. With the emergence of Generative AI, brands can create chatbots that engage in intelligent and human-like conversations, enhancing the buying experience. So how does the use of Generative AI-based chatbots boost revenues, enhance customer loyalty, and create memorable buying experiences during the festive season?
Acquiring customers and marketing using generative AI chatbots
Gen AI bots are capable of analyzing consumer behavior and data to make tailored product suggestions. This increases the likelihood of a sale by ensuring that their customers are offered things they are likely to find interesting. For instance, Click-to-WhatsApp, an innovative digital advertising tool serves as the optimal lead generator for acquiring new customers.
With a 5x lower cost per acquisition than web marketing, click to WhatsApp ads has proven to be an extremely cost-effective lead generation technique. A notable example of this would be fintech brand Unyfin which saw 3X increase in qualified leads with Click-to-WhatsApp ads and WhatsApp chatbots.
Conversational commerce for enhanced shopping experience
When you think about chatbots, the first thing that comes to mind is the typical programmed responses that’s usually seen. Traditional chatbots with just one way communication make the purchasing process monotonous, while GenAI chatbots on the other hand, enable brands to have two-way engaging conversations with customers. Let us think of a scenario: A customer is buying a t-shirt online. A standard chatbot might not comprehend a customer’s request for t-shirts with a “round neck” or “V-neck” and direct one to the main menu instead. However, a generative AI bot recognizes it and will accurately present the buyer with similar t-shirts. Fascinating, right? This means that the consumer may now ask direct questions and receive the appropriate set of options, making Conversational Commerce the go-to option rather than simply browsing the catalogue.
Product discovery is a significant feature of GenAI bots. By inquiring about their preferences and providing a more streamlined selection, these chatbots can assist shoppers in discovering products. They are great for upsell and cross-sell opportunities as well. For example: A fashion brand can analyze customer preference based on previous purchases and make suggestions that the consumer would be interested in. This in turn enhances the shopping experience. Likewise, in the case of grocery shopping, consumers can personalize their grocery orders by indicating their preferences for fresh produce, dietary requirements, and delivery window. The chatbot can even make recipe recommendations based on what a consumer has added to their cart.
Gen AI support for customer satisfaction
Getting consumers to convert and make a purchase is not enough. Customer service becomes especially crucial during the festive season when demand soars. Chatbots powered by generative AI can assist brands in delivering effective, 24/7 service. Gen AI chatbots can provide prompt assistance for common questions and problems, cutting down on client wait times and guaranteeing rapid post-purchase support. Functions such as cancellation, refund or any questions about defective products or size concerns can all be taken care of.
For brands, this festive season presents both opportunities and challenges. Chatbots powered by Generative AI provide the solution to the issues that companies typically encounter in this time frame. Brands may gain a competitive edge, optimize operations, and provide individualized experiences by utilizing these bots in marketing, commerce, and customer service.
Generative AI bots are poised to revolutionize customer interactions and drive success in industries like e-commerce, fashion, groceries among others with increasing demand, thanks to their capacity to interpret natural language and adapt accordingly. Businesses that use this technology can benefit immensely from increased customer engagement and loyalty. A Gen AI-powered festive season is now a reality.
(The author is the chief executive officer and co-founder of Gupshup)
Discover how brands improve customer satisfaction, use data for better engagement, and invest in technology to handle the holiday rush. We will also explore how these brands measure their success during the festive season.
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