Last week our product team put together a demo of how Mobify could power chatbots on Facebook Messenger. We were able to browse various item categories, look up the nearest store, and generally feel like we were interacting with a brand in a very natural and familiar way. And I have to say, it was awesome.
I see a world in the not-so-distant future where retail-specific chatbots help mobile customers shop more efficiently. Chatbots with natural language processing and deep learning artificial intelligence will help retailers unload most of their manual conversations – ideally they could answer and solve around 80% of typical shoppers questions and problems.
Chatbot providers would also be supported on many platforms (Facebook Messenger, Kik, Telegram, or WeChat), and they would reach all customers no matter what their channel of preference. A retail-specific chatbot, as opposed to today’s all encompassing bots, would mean a more focused experience tailored to retailers and their shoppers. This would save brands time and money, help with conversion rates, and, most importantly, delight their customers who have become experience – rather than brand – loyal.
Our recently launched Mobile Customer Engagement Platform is focused squarely on engagement, web push notifications, and smart content. It’s interesting to ponder how something like conversational commerce, which inevitably will be more intriguing to both our customers and shoppers over time, fits into the workflows we’ve created today.
Our vision behind Progressive Mobile™ and our Engagement Engine is a world where great mobile moments can happen anywhere and anytime. It’s critical to have a comprehensive, strategic solution for mobile customer engagement and experience so you can make this happen, no matter how technology changes over time.
I’m super excited about our Progressive Mobile launch last week, and we look forward to integrating new technologies like chatbots into our platform for you to build stronger relationships with your customers.