Share
x

Why provide your B2B e-commerce with a chatbot?

02/10/2018

Let us imagine a regular customer of yours is closing his bar when he realises he has got no milk left for the morning after. It is 10 p.m., too late to call the customer service or the Sales rep who usually follows him, so what can he do? A chatbot integrated in B2B e-commerce would quickly solve the problem, providing full satisfaction to both the customer and your company.

But what is a chatbot? And why “chatbot” and not “chat”?

In 1950 Alan Turing published an article entitled “Computing Machinery and Intelligence”, in which he proposed a criterion (nowadays defined as Turing Test), able to determine whether a machine was (hypothetically!) able to think or not. In order to satisfy this criterion, a software must pretend to be a human being in a real-time conversation, so that its interlocutor cannot understand, judging by the conversation content, whether he is interacting with a program or a human being.

A chatbot or conversational interface is therefore a software which dialogues with users by means of natural language; interaction can take place by text or voice. Different to ordinary chats, a chatbot does not require human presence, is always active, 24 hrs a day, 7 days a week, can simultaneously manage several conversations and can adapt itself to the user it is interacting with, by getting to know his purchase habits and much more, thus providing the right answer at the right time.

chatbot onSales

Therefore why adopt chatbots?

  • They are valid support to customer management: independently from time, day or the number of people who are using the chatbot, every single person will receive an instantaneous answer.
  • They help save time and increase productivity: thanks to this technology, repetitive activities can be automatized.
    Using a smartphone and few interchanges with a chatbot, your customer will be able to quickly place his order: the system will suggest his last order, a few little modifications (like cancelling or changing quantities on a row), introduction of the place and date of delivery and after a few minutes, the order will be ready!
  • They improve customer satisfaction and help companies to move towards a positive positioning.

According to the Grand View Research 2018 report, the use of chatbots will significantly grow, as it will allow companies to substantially reduce operating costs. Besides, innovations in artificial intelligence and automatic learning technologies will further improve chatbot features towards an increasingly more “humanised” service.

ATONEWS
People at the centre
aton-manutenzione-hardware-business-continuity-img
Hardware·Planet
Maurizio Bovo
Hardware maintenance: how to guarantee Business Continuity
01/09/2022
Learn more
People·Service Desk
Barbara Bettin
Aton’s Service Desk is not a Help Desk
27/07/2022
Learn more
Fashion · Prosperity·RFID
Tania Bertolin
The Source Experience Room: a journey in the company of RFID and NFT
13/07/2022
Learn more
Retail · Retail management
Cristiano Negri
Master Data Management: the death of silos
24/05/2022
Learn more
Energy
Giuseppe Brando
Aton’s solutions for the LPG market
17/05/2022
Learn more
Innovation-Store-Cegid-retail-img
Retail · Retail management
Alberto Canova
Cegid’s Innovation Store: the new retail challenges
11/05/2022
Learn more
CASE STUDY
Here are some of our experiences
Read
gruppo-poli-banner-img

Gruppo Poli

Retail Vendite Omnichannel
Poli has combined tradition and innovation in its way of doing business with a focus on employees, customers and the local area. In Aton, it has found a…
Discover more
Read
cattel-banner-img

Cattel

Food & Consumer Goods Vendite Omnichannel
Cattel S.p.A, a leading company in Northern Italy in the distribution of food products in the Ho.Re.Ca channel has profoundly transformed the order collection by adopting the Aton .onSales B2B solution.
Discover more
Read
faster

Faster

Industrials Supply Chain Solutions
All projects, whether successful or not, have stories to tell. A difficult uphill start, a start full of hope, repeated twists and turns where the viewer is swept away by…
Discover more
Read

Moncler

Fashion Service Desk
Aton ServiceDesk is also behind the scenes in the first Boutique entirely dedicated to the Moncler Enfant collection, opened at the historic premises in Milan, Via della Spiga 7, which has been…
Discover more
Read
rana-app-merchandising-banner-img

Rana

Food & Consumer Goods Omnichannel Sales
A real-time photography of the Mass Market Retailers’ world to measure Trade Marketing activities efficacy in points of sale in Italy, France and Spain: with this target in mind, Aton,…
Discover more
Read
procaffe-banner-img

Procaffè

Food & Consumer Goods Omnichannel Sales
Managing their customers often takes up the whole of sales people’s time. Just caring about relationships with already acquired customers (also defined as nurturing) is not enough to achieve growth objectives,…
Discover more