Providing excellent customer service is vital to keeping your eCommerce customers coming back. Responding to customer inquiries regarding shipping issues, order status, returns, and product inquiries using Gorgias’ AI agent frees up your support team to handle more complex issues.
In the fast-paced eCommerce industry, on-the-fly personalized service is paramount. When you invest in Gorgias AI agent for your online store, your customers get the best of your company—and your support team is better able to prioritize the customer issues that require hands-on help.
Here, we’ll explore the key features of Gorgias AI, including its natural language processing capabilities, intent recognition and personalization, and its ability to help create a consistent brand voice across interaction platforms, including social media, email, and on-site live chat.
What Makes the Gorgias AI Chatbot Different?
We get it—it seems like AI chatbots are everywhere today, and it can be hard to figure out how to set your eCommerce store’s virtual customer service process apart. Your Gorgias AI agent is trained on your unique Shopify store, allowing it to respond just as well as one of your customer service employees.
Natural language processing capabilities
When your customers interact with your Gorgias AI Chatbot, they’ll experience a natural conversation that flows effortlessly, creating a seamless experience that allows the personality of your brand to shine through. Gorgias AI understands complicated lines of questioning, asks follow-up questions to clarify customer requests, and offers data-driven solutions to both perform actions and resolve issues.
Automated response generation
You’ll use a simple plug-and-play system to onboard your AI agent with your company’s voice and policies, and it will begin the process of developing automated responses immediately.
Intent recognition and sentiment analysis
Good customer service agents listen to the customer, working to understand the feeling behind their requests—and so does Gorgias AI. Using intent recognition and sentiment analysis technology, your chatbot’s responses will make sense for your customer’s tone, intent, and needs.
AI-Powered Customer Support
You want to respond to your customers as soon as possible, which can be tough when you have orders coming in from around the globe. Instead of staffing a 24/7 human customer service staff, Gorgias AI will work to solve customer inquiries as soon as possible.
In the event that your chatbot is unable to handle a customer inquiry, they’ll transfer the ticket to your human team. Whether this happens during business hours when you have an associate available or after-hours so that it’s placed in the queue for the start of business, you’ll have a clear view of the help that your customer needs via their AI chat transcript.
Personalization and Customer Experience
Your Gorgias AI Agent is well-versed in the data and history of each customer’s interaction with your business. Leveraging each customer’s browsing behavior, previous interactions with customer support, and purchase history allows your chatbot to create a personalized support experience.
By quickly training your Gorgias AI Agent on your brand’s voice, policies, and products, it will be able to confidently provide customers with the information they need in a voice that reflects the values and personality of your brand. This voice will show up consistently across interactions, whether your customer reaches out through chat, email, or on social media.
Efficacy and Productivity Improvements
The Gorgias AI Chatbot works to centralize all customer communications into a single dashboard, allowing your support team to see a comprehensive, streamlined thread. In the event that an issue needs to be escalated to your human support team, they’ll have all of the information they need to resolve the issue efficiently, shortening the time between customer inquiry and resolution.
Implementation of Your AI Agent
Your Gorgias AI Agent requires a simple setup, and you won’t need to worry about code or difficult configurations to get started. As you provide your chatbot with guidance, it will continually get better, decreasing the likelihood that your customers will need to speak with a human customer service agent to resolve their issues.
Optimize Your eCommerce Store’s Customer Service with Gorgias AI
Now is the time to harness the power of AI. When you choose to automate processes with Gorgias, your team is freed up to focus on the tasks that require their unique skill sets. We’d love to show you a demo so that you can see how your chatbot could work for your eCommerce store in real-time.
via https://www.aiupnow.com
spencer@groovecommerce.com (Spencer Flaherty), Khareem Sudlow
