The year 2018 may well be the year Conversational Commerce becomes mainstream and starts to feel completely normal to all of us. We’re already seeing it show up in daily experiences at home and work, from WhatsApp and Facebook Messenger to Slack and Microsoft Cortana.
Bots and voice messaging services work well for people because they’re timely, helpful and easy to use. There’s nothing to install, no special configurations – all you have to do is talk or type.
Well-designed bots surface naturally as part of ordinary, everyday conversions. For example, if your friends ask you meet them after work today and share with you the address of the pub on Facebook Messenger’s popular messaging platform, you can request a ride from Uber just by tapping on the address or using Facebook’s transportation services. Your friends can even follow your progress. If by chance you’re running late, Messenger will let your friends know you’re behind schedule and exactly when you’ll arrive at the pub to meet them.
Bots are being used in business to automate otherwise manual processes, too, for everything from building complex quotes to diagnosing issues or making personalized recommendation for products or services. The NumbersBot for example, let’s you simply ask questions about your business’ sales, conversions, average cart value and other key metrics and measures instead of hassling with cumbersome reports.
Modern platforms like Oracle Cloud, offer access to a broad range of leading SaaS, PaaS and IaaS services enabling rapid bot development powered by AI and machine learning technologies, as well as bot-to-human hand-offs, seamless side-routing to humans, context transfers among systems, and even back to bot abilities, as needed.
If conversational commerce is on your brand’s roadmap this year, be sure to read Part 2 of this topic: Conversational Commerce Best Practices later this week.
Kelly Rader, VP of Digital Experience at Object Edge, is a digital pioneer with 15+ years experience successfully bringing innovative digital products and services to market for a variety of industries ranging from start-up to Fortune 100 companies.
To learn more about putting the Object Edge team to work for your business, click here.