AI Agents for E-Commerce
AI agents can be used in ecommerce not only for customer support, but product recommendation, cart abandonment, upselling, and inventory updates.
E-Commerce is the perfect setting for AI agents. Payments, returns, personal recommendations, info about inventory and delivery – all of it can be automated and perfected by AI agents. In fact, 3/4 of shoppers think AI improves their e-commerce experience.
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How AI agents can benefit
Ecommerce
Customer support
Personalized suggestions, FAQs, and technical support – AI agents can do it all.
Cart recovery
AI agents can reach out via chat, email, or SMS to engage with customers who abandoned carts.
Upselling and cross-selling
AI agents can recognize buying intent in real time and suggest complementary products that make sense for each shopper.
Inventory and pricing updates
Two-way syncing with Knowledge Bases allows an AI agent to give up-to-date information on inventory and pricing updates.
Order management
From confirming shipments to updating delivery statuses, AI agents keep every order moving smoothly without human intervention.
Purchase and returns processing
When they’re integrated with your payment processing software, an AI agent can fully handle digital purchases – and handle returns, too.
One of the most valuable features of using conversational AI for e-commerce is product recommendation. It’s helpful for shoppers and it’s great for your bottom line.
Take one of our clients: they sell over 1000 types of cheese. Yeah, that’s right: cheese. They needed an AI agent for product exploration – a tool that could ask questions about preferences, dietary restrictions, and budgets, then provide suggestions of cheeses that they might like.
For products with almost infinite varieties – not to mention complex jargon – it can be tough to automate product recommendation. But Froméo the AI cheesemonger is a perfect example of AI product recommendation for a vast catalogue of specialty products.
As Botpress CRO, Mathieu Weber, explained it: “[This e-commerce agent] wasn’t about showing off AI. The team didn’t chase novelty for novelty’s sake.” Their problem-and-solution-oriented approach led to:
- 99.77% of user queries successfully answered
- 20% of users exploring more site content after interacting with the AI chatbot
- An average session duration of 2 minutes and 26 seconds – chock full of information about personal cheese preferences
But e-commerce agents go far beyond product recommendation. They can integrate with payment processing softwares like Stripe and PayPal, sites like Shopify, and CRMs like HubSpot, Zendesk, or Intercom.
This allows e-comm agents to process payments and returns, connect users to customer service agents when needed, or directly interface with storefronts.
While a digital storefront can customize an AI agent to their own needs, we strongly recommend incorporating two-way knowledge base syncing. A customer wants to know how many classic white tees are left in a size large? An agent with an up-to-date knowledge base can provide the correct answer.
All in all, AI agents are becoming essential to e-commerce. If you're interested in deploying your own, we'd love to help.
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