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Conversation drives sales and is a well-known fact. For customers, it is important to ask someone a question and clarify the doubt, someone who can guide them and suggest them the best option. Today, conversations can be automated, and today there is no need for every customer to be connected to one physical person. Nowadays, conversational business is developing rapidly and chatbots have an important role in this area. Today, I want to discuss why chatbots became popular and why e-commerce and m-commerce companies invest heavily in it.

First of all, make sure that we are on the same page. What is a chatbot?
A chatbot is a computer program or an artificial intelligence that conducts a conversation through auditory or textual methods. It simulates how a human will behave in an automated manner while improving the efficiency of the process.

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The most advanced chatbots are powered by artificial intelligence,

which helps in understanding complex requests, personalizing responses, and improving interaction over time. This technology is still in the development stage and has a lot of potential.

As everything nowadays leads to automation, chatbots allow people to get rid of routine tasks and focus more on the strategic side of the business. In addition, a tremendous speed of processing users’ requests with chatbots helps to gain customer loyalty.

Let me highlight that the quality remains and in some cases has increased even more because robots make fewer mistakes than humans. Also, since chatbots do not have the emotions they handle crises, conflict situations are much better.

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Surprisingly, the Baby Boomers (age 55+) are expected to benefit chatbots more than Millennials (ages 18–34). 83% of online shoppers require support during shopping.

Data from Google Trends over the past five years show that search volume around “chatbots” increased 19-fold as individuals and businesses began to realize their value. 56% of people will message instead of call customer service and 53% are more likely to shop with businesses they can message.

According to Ideal, 37% expect quick answers to questions in an emergency, 35% expect detailed answers or clarifications, 34% use a chatbot to engage with a human.

The biggest advantage of using chatbots: 64% – top benefit is 24-hour service, 55% quick response to inquiries, 55% – ability to get answers to simple questions. In a survey by LivePerson, 38% of those polled felt positive about their chatbot’s experiences, while only 11% felt negative.

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