Eminyakeni yakamuva, ukusetshenziswa kwe-chatbot sekuthole ukuthandwa phakathi kwabathengisi abaku-inthanethi. Amathuba abonakala engapheli, kusukela ekuguquleni indlela ukwesekwa kwamakhasimende okusebenzisana nabasebenzisi bokugcina kuya ekuthuthukiseni ukusebenza kahle. Nokho, amabhizinisi kufanele aqaphele indlela asebenzisa ngayo ama-chatbots. Ngokombiko we-Accenture, amakhasimende awanakho ukuthinta komuntu ezinsizeni ze-inthanethi.
Izinkampani kufanele zithole izindlela zokubambelela ekuthinteni komuntu siqu okuthandwa ngamakhasimende. Ngenhlanhla, kusukela ngesikhathi sokuhlolwa kwe-Turing, ubuchwepheshe buye benza isivinini esikhulu. Futhi njengoba i-Chat GPT ingena ku-avant-scène, ukuthumela umbhalo ngemishini kwaba enye yezitayela ezishisa kakhulu.
Ngakho-ke, ingabe ama-chatbots azoqinisa noma enze buthaka ibhizinisi lakho le-ecommerce? Ake sixoxe ngokuthi ama-chatbot angakusiza kanjani ukuthi ujwayelane nesimo se-ecommerce esishintsha njalo.
Okuqukethwe:
Ingabe kufanele ngisebenzise ama-chatbots kuwebhusayithi yami ye-ecommerce? Ezinye izinombolo
I-ecommerce chatbot ingasizuzisa kanjani ngempela isitolo sami sewebhu?
Imikhiqizo emikhulu esebenzisa i-ecommerce chatbot: amacala amathathu okusebenzisa
Kulungile, yiziphi izinselelo engingabhekana nazo zisebenzisa i-AI chatbot ye-ecommerce?
Isiphetho sendaba
Ingabe kufanele ngisebenzise ama-chatbots kuwebhusayithi yami ye-ecommerce? Ezinye izinombolo
Ukuze uqonde ngokugcwele ukuthi ama-chatbot azolizuzisa kanjani ibhizinisi lakho, cabangela lezi zibalo:
| Isigaba | Isitatimende |
| Ukuhlanganisa | NgokukaGartner, ama-chatbots abikezelwa ukuthi azobandakanyeka cishe ku-70% wokusebenzelana kwamakhasimende maduze nje. Ngo-2024, ama-chatbots kulindeleke ukuthi aphathe cishe u-85% wokusekelwa kwamakhasimende |
| Ukusetshenziswa Nokwamukela | Amakhasimende angu-88% asebenzise i-chatbot ngo-2022 U-25% wamabhizinisi okwamanje asebenzisa ama-chatbots U-53% wamabhizinisi amancane asebenzise ama-chatbots |
| Ukuqagela | Imakethe ye-chatbot ikhule yafinyelela ku-$994M ngo-2023 Ama-chatbots ezwi akhuphuke afinyelela ku-8B ngo-2023 1/4 yamabhizinisi azosebenzisa ama-chatbots njengosekelo oluyinhloko ngo-2027 |
| imiPhumela | Izingxoxo ze-Chatbot ngokuvamile zixazulula izinkinga ngemilayezo engu-10 noma ngaphansi Ukusebenzisa ama-chatbots kuvumela izinkampani ukuthi zisebenze kahle kakhulu futhi zandise ukwabiwa kwezinsiza ezinganciphisa izindleko zebhizinisi kufika ku-30%. |
I-ecommerce chatbot ingasizuzisa kanjani ngempela isitolo sami sewebhu?
1. Isisekelo solwazi esisebenziseka kalula kanye nama-FAQ
Njenge-encyclopedia ekhulumayo, ama-chatbot agcina ingcebo yolwazi mayelana nemikhiqizo, ama-oda, nabasanda kufika. Umgomo uwukuba ungalokothi wenze abantu balinde impendulo abayidingayo. Baphinde bahlale bevuselela "i-erudition" yabo ukuze bajwayele ukushintsha imininingwane yomkhiqizo noma imithetho ukuze abathengi bahlale benolwazi lwakamuva.
2. 24/7 Ukusekela
Ama-chatbots e-AI ahlala evuliwe, atholakala njalo. Ngokungafani nabantu, abaceli izinsuku zokuphumula. Ihlala ilungile. Noma nini lapho ufinyelela kubo, bayophendula. Akusho lutho ukuthi u-3 ekuseni noma u-3 ntambama. Ngokusobala, ama-chatbot awanakho ukutubeka - nakuba lokhu kungaqinisekisiwe - futhi siyazi ukuthi imisebenzi yosekelo icindezela kangakanani.
3. Ukuqoqwa kwedatha
Qaphela, ama-chatbots ayizikhali eziyimfihlo zokugada. Ama-bots abhalisa futhi agcine konke amakhasimende akushoyo nendlela aphendula ngayo. Ngokwemvelo, lokhu kuyingcebo yangempela mayelana nempendulo. Impendulo enjalo ingasebenzisa noma iyiphi iphrojekthi ye-ecommerce ukuze ithuthukise indlela yayo yonke yenkonzo yamakhasimende ngisho nokukhiqiza.
I-4. Ukuzibandakanya
Kungakhathaliseki ukuthi ama-chatbot awazona nganoma iyiphi indlela izidalwa eziphilayo, asengaphila ngokuvumelana nohambo lwamakhasimende. Ama-Chatbots axhumana nabathengi ngesikhathi sangempela. Bangumsizi obonakalayo oqondisa abathengi abaku-inthanethi ngokusebenzisa amawebhusayithi ngokuncoma izinto nokunikeza amakhuphoni noma amadili. Konke lokhu kuhlanganyela kwenza ukuphequlula kube namandla futhi kucindezela izivakashi ukuthi zifunde kabanzi mayelana nabakunikezayo.
5. Ukugcwalisa ukuthengwa ngokuxoxa indaba
Abantu bathanda izindaba, ukulandisa: badinga ukuxhumana okungokomzwelo; bafuna ukubalekela isithukuthezi 'sokuthenga izinto nje'. Futhi ama-chatbot angakha izindaba ezithokozisayo ezenzelwe umkhiqizo othengiswayo. Izinganekwane zivusa imizwa futhi zibonise izici zomkhiqizo.
6. Izincomo ezihambisanayo
Ama-Chatbots abona ngawe; empeleni bazi okuningi ngawe kunalokho ocabanga ukuthi bayakwazi. Ingabe uzama ukusho ukuthi ama-chatbots afana namabhola ekristalu? Hhayi impela, nokho thatha izincomo zabo ngokungathi sína. Bayakwazi ukusebenzisa umlando wakho wokuthenga, imikhuba yosesho, nokuncamelayo komuntu siqu ukuze bathole imikhiqizo ekufanele ngokuphelele. Lokhu akuthuthukisi isipiliyoni sokuthenga kuphela; iphinde ithengise futhi ithengise, okwandisa inani lokwenziwe.
7. Ukuphathwa kwe-oda
Ukusebenzisa i-chatbot kungase kunikeze ulwazi lokuthenga lwesikhathi sangempela, okuhlanganisa imininingwane yokuthumela nezikhathi zokulethwa, ukuze kuncishiswe izidingo zosizo lwekhasimende. Asikho isidingo sokuxhumana njalo nefemu mayelana nesimo se-oda.
8. Usizo ezimbuyiselweni
Kungakhathaliseki ubukhulu nenani lomkhiqizo, ukubuyisela kuwumthwalo kubo bonke abathintekayo. Kunzima ukwenza wonke umuntu ajabule. Ama-Chatbots ayayigwema le nkinga ngokuchaza izinqubomgomo zokubuyisela, ukunikeza amalebula, nokwenza yonke inqubo ibe lula. Le ndlela yokuzisiza inganciphisa isikhathi sabo phakathi.
9. Ukusekelwa kolimi
Umhlaba uya ngokuya uxhumeka usuku nosuku, futhi sidinga ukuzivumelanisa nawo. Inselele entsha itholakala ngokukwazi ukuxhumana namaqembu ahlukahlukene abantu abakhuluma izilimi ezihluke ngokuphelele. Kunokuba idinge abasebenzisi ukuthi bashintshe iziphequluli noma bafunde ulimi olusha, ama-chatbots angadalelwa ukuze axoxe ngezilimi ezihlukahlukene, okwenza ukuxhumana kube lula kunangaphambili futhi kuvulele amakhasimende amaningi indawo.
10. Ukulahlwa kwenqola
Elinye lamaphupho amabi kakhulu kubanikazi be-ecommerce ukushiywa kwezinqola. Ingabe ama-chatbots e-ecommerce angaba kuhle ekubhekaneni nalokhu? Abantu abashiye izinto ekalishini yabo bangakhunjuzwa ukuthi baqedele ukuthenga kwabo kuyilapho benikezwa amadili afana nezaphulelo. Lokhu kuwina kunamandla okunciphisa kakhulu izinga abantu abalahla ngalo inqola yabo kuyilapho futhi kukhuphula ukuthengisa kukonke.
Imikhiqizo emikhulu esebenzisa i-ecommerce chatbot: amacala amathathu okusebenzisa
Izinkampani ezinkulu ezifana ne-Sephora, i-H&M, ne-eBay zenze ama-chatbots ezinqubweni zawo ukuze zibeke izinga elisha lenjabulo yamakhasimende.
sephora
Uma kukhulunywa ngemikhiqizo yezimonyo neyobuhle, uSephora ungumdlali osezingeni eliphezulu. Ngaphandle kokunikeza iziphakamiso mayelana nokuthi yimuphi umkhiqizo wezimonyo okufanele uwuthenge; kweqa okulindelwe ngokunikeza abasebenzisi ithuba lokuzama lezi zinto zobuhle ngedijithali ngaphambi kokuzibophezela kuzo ngokusebenzisa ubuchwepheshe be-AI. Umphumela? Ukuzibandakanya kwabathengi okuphezulu nokuthengisa okwengeziwe ngoba manje abathengi akumele bakhathazeke ngokuthi bazoyithanda noma cha yini i-lipstick uma sebeyithengile. Isebenzisa ama-chatbots, i-Sephora ivala igebe phakathi komuntu othenga okuthile esitolo uma kuqhathaniswa ne-inthanethi, okuholela kumakhasimende ajabule nokwethembeka okuphezulu.
Amathuluzi: Facebook Messenger bot, Kik bot
I-H & M.
Ukuba yinkampani yemfashini eyaziwayo kunezinzuzo zako uma kukhulunywa ngebhizinisi. Kodwa lokho akuzange kuvimbe i-H&M ukuthi izame izinto ezintsha noma kunjalo ukuze ithuthukise ukwaneliseka kwamakhasimende ngenkathi uthenga ku-inthanethi. Ngaphandle kwemibuzo yomkhiqizo elula nje, i-ecommerce chatbot ingena phakathi kwezitayela ezintsha zemfashini futhi incoma nezingubo zonke ezisuselwe kokuthandwa yikhasimende elithile. Ngalokhu kulungiselelwa kanye nezeluleko, akubona nje kuphela ukuthi abathengi banesithakazelo esikhulu ekuthengeni, kodwa futhi kuthuthukisa ulwazi lomsebenzisi. I-H&M yenze umsebenzi omuhle ekunikezeni amakhasimende abo lokho ayekudinga. Umeluleki wemfashini osheshayo, ohlonishwayo owakha ubudlelwano obuqinile phakathi kwenkampani namakhasimende ayo.
Amathuluzi: Facebook Messenger bot, Kik bot
EBay
I-eBay isebenzisa i-AI chatbots ukuthuthukisa i-CX. Bafuna indlela yabasebenzi enemisebenzi eminingi ngokusetshenziswa kwabo esikhundleni sokuthi bavele baphendule imibuzo yomkhiqizo. Ngaphezu kokusiza abathengi ukuthi baseshe imikhiqizo futhi balandelele ama-oda abo, baze basebenzise ama-chatbot ukuxoxisana nabathengisi ngezintengo. Ngokwenza lokhu, bayakwazi ukunikeza ngesikhathi sangempela, usizo olwenziwe ngendlela oyifisayo, okuvumela amakhasimende azizwe exhumeke kakhulu. Abasebenzisi be-eBay bangahlola inkundla kalula ngenkathi besathola usizo lomuntu siqu.
Amathuluzi: Facebook Messenger bot
Kulungile, yiziphi izinselelo engingabhekana nazo zisebenzisa i-AI chatbot ye-ecommerce?
Nazi ezinye izithiyo nezinselelo ezingaba khona zokusebenzisa ama-chatbots ku-ecommerce:
- Ukushoda kokuthintwa komuntu siqu - Ama-chatbots e-AI asenamandla impela uma kukhulunywa ngozwelo nemizwa.
- Amakhono anomkhawulo - Imikhawulo ekuqondeni ulimi oluyinkimbinkimbi nezimo kusekukhulu.
- Izinkinga zobuchwepheshe, imibono engemihle - Njenganoma ibuphi ubuchwepheshe, ama-chatbot aneziphazamisi, izikhathi zokuphumula, kanye nezinkinga zokunemba.
- Izindleko zokuqalisa - Ukuthuthukisa ama-chatbots kudinga ubuchwepheshe nezinsiza.
- Izinselele zokuhlanganisa - Ukuqinisekisa ukuhlanganiswa okungenamthungo nezinye izinhlelo kungangeza ebunzimeni bentuthuko.
- Ukugcinwa okuqhubekayo - Njenganoma iyiphi isofthiwe, ama-chatbots adinga ukubhekwa njalo nezibuyekezo.
Isiphetho sendaba
Ama-Chatbot ayakhula emabhizinisini e-ecommerce ngoba athuthukisa ulwazi lwabasebenzisi ngenkathi enyusa imali engenayo. Azikwazi ukumiselela ukuthinta komuntu kodwa zingakha uxhumo oluqinile olunikeza ukusekela ubusuku nemini.
Labo abamukela ukusetshenziswa kwabo ekuhwebeni kwedijithali kusenesikhathi, futhi bakwenze ngamasu, bazoba nomkhawulo ohlukile.
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