AI X Customer Experience: How can technology make a difference in my business?

The customer experience can be considered one of the decisive factors for the success of a brand. To get an idea, 58% of people have stopped buying in a company due to negative experience, according to 2024 OCTadesk Research OCTadesk in partnership with Opinion Box. In this context, the investment in the buying journey has gained notoriety, and it did not take long for e-commerce to also take advantage of the power of artificial intelligences to optimize time and improve the relationship with the user.

“Today, the customer expects more than just the product purchased. With the high competition in the middle of e-commerce, shopkeepers should ask themselves what the shopping experience is like and how they can turn it into something even more satisfying, loyalizing their consumers”, pointed out Daniela Torres, partner and CEO of simple innovation, Company focused on business modeling for e-commerce.

Based on computing algorithms, machine learning And probability, artificial intelligences are able to learn, assimilate scenarios, analyze real-time data and make decisions. In this way, they can offer solutions to problems in seconds, point out products similar to those sought and better direct consumers, doing what is necessary to encourage conversion. 

“It is really revolutionary how technology has transformed e-commerce. This year, 72% of companies already make use of AI, as it has several application possibilities. In e-commerce, you can help with chatbots, create a description for products, among other activities. But perhaps one of the most valuable applications technology has to deliver is the ability to understand the user, predict future sales and suggest products of interest, delivering personalized experiences to each one. All this is only possible with a talented use of the available navigation data, the great differential of AI”, emphasizes Daniela.

For Daniela, artificial intelligence is a technology that is still recent and promotes a lot of debates, but it is, mainly, a powerful helper of brands that value the good experiences of their customers. “ Data AI has the potential to revolutionize the way consumers shop online. As technology progresses, it is hoped that it will increasingly be able to deliver more personalized and unique experiences. Retailers must pay attention to these evolutions and not fear the future,” he concludes.