Ai systems for seamless customer experience and product customization in e-commerce Abstract

AI systems for seamless customer experience and product customization in e-commerce
Abstract:These days, customers are becoming digital savvy; this can emerge as the biggest growth opportunity for the companies. They can now create customer experiences far more influential than ever before. Practitioners are moving to AI for enhanced customer experiences in the age of the fourth industrial revolution. AI provides multiple offerings, including automation, personalization, future prediction, recommendation, etc.
The two words are often used interchangeably when discussing how to create tailored experiences. The goal of personalization and customization is the same: to create a unique, tailored experience for shoppers. But, there is a slight difference, Customization is done by the shopper
Customization examples:
• adding details to an online profile
• choosing how to view a product
• following fashion influencers within a shopping app
Personalization is done by the app or eCommerce platform.
Personalization examples:
• sending push notifications based on previous customer behavior
• showing shoppers a specific landing page after they abandon a shopping cart
• product recommendations
Personalization and customization are closely related. With better shopper information (which a shopper would customize), personalization tools can work more effectively.
A global online survey on senior managers and executives conducted in 2016-2017 reveals that only 15 % of firms do not have any AI plans. Artificial intelligence unfolded avenues for competitive advantage, but it is not free from challenges. Moving ahead of digital transformations, AI-driven approaches such as data science and new technologies like extended reality, robots, recommender systems, the internet of things and conversational agents, etc., are the modern ways to improve customer experience. According to a Bain & Company survey, most organizations incorporate AIBased customer experience tools for sustainable competitive advantage8. The following section of the article addresses six emerging AI-enabled technologies that can transform the customer experience. Transformation requires a cross-functional team consisting of data scientists, process engineers, business managers, technology specialists, domain specialists’, etc. The CX team is responsible for understanding customer behavior in real-time and acting accordingly to make the process more agile, strong, and personalized. Tracking the individual customer journey can bring a seamless experience to customers. Customers can be benefited from a positive experience through some compensation if they face any pain point in the journey. For example, a study on a leading fast food restaurant reveals – falling of food items from the table while eating, is taken as a severe event in the customer journey and the staff of the restaurant serves another dish to the customer, without charging any extra bill on the new dish. Here the individual journey is more important to such restaurants, and customers are delighted with a memorable experience.
According to a BCG survey report, only 29 percent of consumers accept that data results in better services, whereas 75 percent of consumers are concerned for their privacy and now limit themselves from sharing any personal information online. Customers trade their privacy with personalization and this conundrum is referred to as the personalization– privacy paradox. The following matrix is proposed to solve this paradox: