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As digitization continues to shape consumer behavior toward ecommerce businesses, consumers are increasingly demanding fast and convenient online shopping experiences. Fueled by the COVID-19 pandemic, that demand also increased the online presence of ecommerce businesses. With more enterprises riding the digital transformation wave, positive customer experience (CX) is crucial to customer acquisition and improving sales.
In 2021, Vonage listed chatbots (40%) as the second most preferred communication channel for consumers. Shopify’s Future of Commerce Trend 2022 Report revealed 58% of consumers purchased from brands where they’ve experienced excellent CX. The report further showed more brands (44%) plan to invest in asynchronous chat experiences to manage customer responses. Undoubtedly, many ecommerce brands are becoming more aware of the impacts of CX, and are turning to artificial intelligence (AI) tools like chatbots to improve customer service.
However, while chatbots have become a critical part of the customer journey today, issues around personalization persist. In 2019, Forrester reported that 54% of online consumers in the U.S. believed interacting with a chatbot “has a negative impact on the quality of their life.”
This implies that even though chatbots are great tools, they aren’t perfect yet. Though, Ohad Rozen, cofounder and CEO of chatbot provider, Tymely, believes that human supervision in its processes provides a solution that enables human-level personalizations.
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The company, which today announced it raised $7 million to “make AI converse better,” claims it uses AI-human hybrid tech to enable brands to provide email and chat support services in a more human, empathetic and precise way.
Rozen told VentureBeat in an interview that in addition to Tymely’s cutting-edge natural language processing (NLP) models, the company takes the human-in-the-loop approach to close the gap between today’s current technology stack and optimal customer service.
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