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Capterra’s 2023 Retail Chatbots Survey of over 1,000 U.S. shoppers found that over half of them have negative experiences with retail chatbots, opening the door for ChatGPT integration.
According to the study, traditional chatbots fail to meet customer expectations and lack sales prowess. Only 17% of retail chatbot users have used a bot to search for products, and just 7% have used it to receive product recommendations.
“Most retail chatbots are rule-based bots and are best used for basic functions, like order shipping status or inventory checks,” says Molly Burke, senior retail analyst at Capterra.
“With natural language processing, better handling of nuance, and a greater ability to personalise responses, conversational AI has the potential to improve chatbot experiences by simulating the personalization and creativity provided by human agents.”
Capterra’s research reveals an untapped opportunity for brands to take advantage of ChatGPT. 56% of respondents who have used ChatGPT say they’re more likely to shop from a brand offering a similar tool.
Widespread adoption of conversational AI chatbots is expected as large companies partner with ChatGPT or roll out their own bots. As AI-driven customer service becomes the status quo, growing businesses will follow suit, turning to chatbot vendors for affordable options.
With greater capacity to handle customers’ nuanced and complex queries, ChatGPT-like integrations can improve the most common issues with retail chatbots. In fact, 67% of ChatGPT users feel understood by the bot often or always, versus 25% of traditional chatbot users.
ChatGPT took the world by storm during its release, and has seen a lot of application many industries, but so far is underutilized in e-commerce. Retailers are enthusiastic about what ChatGPT could do for their businesses—many have used it for email marketing and content, but without an available integration, they can’t yet leverage the AI for day-to-day customer service chatbot needs.
Paulo Rizal is a content producer for Comms Room. He writes content around popular media, journalism, social media, and more.
