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Charlie Semmence

In this edition of our #EcomInsights series, we spoke to Stephen Jones, Head of Partnerships at DigitalGenius, about how brands can harness the power of AI to enhance the customer experience, without losing the human touch.
<img alt="" src="https://cdn.shopify.com/s/files/1/1472/1782/files/DigitalGenius_1024x1024.png?v=1698324129">
 
<h2>Tell us about DigitalGenius.</h2>
<a href="https://digitalgenius.com/" target="_blank">DigitalGenius</a> empowers pioneering online retailers and forward-thinking ecommerce brands to resolve customer service issues. Quickly, efficiently and effectively — 24/7. Our no-code platform automatically resolves repetitive customer query types through conversational and generative AI. By prioritising the interactions that matter, your agents can focus on complex, personalised, and revenue-driving interactions—improving the overall customer experience. We leverage our proprietary conversational AI to comprehend customer concerns and utilise our deep integrations to resolve them without human intervention. Our platform has over 60 pre-built use cases for ecommerce, including order tracking, returns and exchanges, product questions, and more. Also, with over 400 customisable processes and integrations, we aspire to make online shopping a seamless experience.
<h2>With competition fiercer than ever, why is customer service something ecommerce brands should be investing in right now?</h2>
According to Adobe, 73% of shoppers prefer a personalised shopping experience. This is critical to the investments we’re seeing in customer service teams across ecommerce. The three key reasons for these investments are: 1. Improving the customer experience, by improving First Response Time, Resolution Time and more easily providing 24/7 support at a consistently high standard. 2. Improving the agent experience. By removing the monotonous tasks from customer service, you make the job more fulfilling and your team are less likely to leave you for a competitor. 3. Reducing reliance on manual labour. You can stay profitable by avoiding unnecessary future hires if you automate 40-70% of your customer conversations.
<h2>How can AI-powered customer service tools help ecommerce brands provide more effective support, while still maintaining a human touch?</h2>
Incorporating AI into customer service processes doesn't mean losing your human touch! When implemented thoughtfully and strategically, AI enhances the overall customer experience by streamlining processes, providing improved personalisation and ensuring efficient support; all coming together to make room for the essential human support.
<img data-mce-fragment="1" src="https://cdn.shopify.com/s/files/1/1472/1782/files/DigitalGenius_V1_1024x1024.png?v=1698324239" alt="" data-mce-src="https://cdn.shopify.com/s/files/1/1472/1782/files/DigitalGenius_V1_1024x1024.png?v=1698324239"> Ecommerce managers and directors find that their human agent teams are more relaxed and capable once their work is enhanced by AI. Imagine being a customer service agent, coming to work on Monday with no backlog of customer service tickets! When routine tasks are automated and language support is implemented, ecommerce brands create an always-operational system that is consistent 24/7, leaving their human agents lots of time for creativity and more complicated projects.
<h2>Personalisation is a key trend we’re expecting to gain momentum in 2024. How can generative AI be used to create more personalised customer experiences?</h2>
 AI can be a scary topic. No one wants to live in a world run by robots with even less human contact. However, customers increasingly expect a seamless online shopping experience. Implementing generative AI is the most effective way for ecommerce brands to meet these expectations.
<img data-mce-fragment="1" src="https://cdn.shopify.com/s/files/1/1472/1782/files/DigitalGenius_V2_1024x1024.png?v=1698324200" alt="" style="float: left;" data-mce-src="https://cdn.shopify.com/s/files/1/1472/1782/files/DigitalGenius_V2_1024x1024.png?v=1698324200"> At DigitalGenius, for example, we find that our retail and ecommerce clients have focused on using generative AI for chatting with their customers - answering FAQs, providing sizing guides and product concierge services. This enhances the customer experience by addressing concerns, reducing returns and providing personalised recommendations. When used correctly, with a dedicated team, this offers business benefits like cross selling and upselling, by simplifying the process of creating a personalised online shopping experience that rivals the in-store feel.
<h2>About #EcomInsights</h2>
#EcomInsights is a series from Underwaterpistol where we speak to the industry’s best-known tech tools and platforms about how ecommerce brands can tackle challenges facing the industry. <a href="https://www.linkedin.com/company/underwaterpistol" target="_blank">Follow along</a> for insights from the experts on how to drive the growth of your business, and talk to us about how we can help you make it happen.

#EcomInsights: How to master customer service with the power of AI