Development of cognitive abilities
One of the primary concerns of the AI application is to provide more interactive solutions to enrich and improve the user experience. The popular examples are virtual assistants such as Alexa, Google Assistant, Alice (Russian Alisa developed by Yandex), Cortana or Siri. The virtual assistant can process and interpret the user’s native language and come up with an intelligent answer.
Another popular and prominent AI application are chatbots, which are the only reason some businesses can operate on a 24/7 basis. The bots tend to offer the customers all possible solutions, answer most common queries and sometimes even help consumers make a purchase decision. The bots typically tend to communicate with the user via text and voice messages (or a phone call).
In addition to providing customer service, both voice and text-based chatbots enhance the impact of AI on e-commerce through the following capabilities:
- Natural Language Processing (NLP) that processes voice and text-based interactions
- Deeper insights that address consumer needs
- Self-learning capabilities that improve over time
- Personalization that provides a more unique and personalized experience to each individual consumer
Using an in-depth learning network, the chatbots understand specific details of a user, including past behavior, website usage, customer statistics to provide the most possible solution.
Thinking of an example to illustrate the successful use of these technologies, the Starbucks app comes to mind. In the States, you can download the Starbucks Reorder skill in the Amazon Skill Store and order a drink with the Starbucks app. Moreover, Alexa keeps track of your previous orders, can order your favorite drink or check your Starbucks card balance for you. In September 2019, Starbucks in China launched voice ordering and delivery capabilities within Alibaba’s smart speaker, Tmall Genie, allowing consumers to use voice to order their favorite drinks and food for delivery within 30 minutes.
eBay uses computer vision that helps consumers find items based on the images from their phone camera: a user logs into eBay, clicks on their camera and within milliseconds, eBay’s intelligent search comes up with similar items that match the picture.