Fumanisa ukuba ukuthengisa kunokwandisa njani ii-chatbots ze-AI ukukhulisa amava omthengi, ukuhambisa imisebenzi, kunye nokwakha ukuthembana.
Ishishini lokuthengisa liye lenza inguqu emandla kule minyaka ilishumi idlulileyo, iqhutywa kukunyuka okulindelwe ngabathengi kunye nenkqubela phambili enika umdla kubuchwepheshe. Ubhubhani we-COVID-19 uwukhawulezisile lo mkhwa, kunye nabathengi abaninzi, abanyanzelwa kude kwiivenkile zenyama, bahlala kwi-Intanethi ukusukela oko.
Olu tshintsho ekuthengeni i-intanethi lunyuse imfuno yokungenamthungo, amava enkonzo yomthengi asebenzayo. Ukuphendula, ishishini lokuthengisa liye lagutyungelwa ngobuchwephesha obutsha njengoko iinkampani zabo bonke ubukhulu zijonge ukuhlangabezana nolu lindelo.
Indlela ethandwayo esetyenziswe ngamashishini ibikukungeniswa kwee-chatbots. IiChatbots zenze utshintsho olukhulu kumashumi eminyaka adlulileyo. Ukuqala njengemizamo enzima, enocingo olunzima kwiikhomputha ezinjengomntu, ukususela kwixesha lokuncedisa ilizwi likaSiri, i-Alexa kunye neCortana, apho sikhoyo namhlanje, kunye nezixhobo ezixhaswe yi-intelligence (AI) kunye namandla okudibanisa.
Nangona ezi bots zinikwe amandla yi-AI zibonelela ngobutyebi bezibonelelo kwicandelo lokuthengisa, ayizizo zonke iinkampani ezizidibanisa kwidatha yazo ye-ecommerce ephilayo. Ngenxa yoko, ukubanakho kokwenyani kwee-chatbots zokuthengisa kusaza kuphunyezwa. Ngenkcitho yentengiso yehlabathi jikelele kobu buchwephesha ekulindeleke ukuba ikhule iye kuthi ga kwi-72 yeebhiliyoni zeedola ngo-2028, ngoku lixesha lokuba iinkampani ziqwalasele apho ii-chatbots zinokongeza ixabiso elongezelelweyo, zikhulise ukusebenza kakuhle kwaye zinike abathengi ngakumbi.
Ukuguqula amava omthengi
Esona sicelo sixhaphakileyo se-chatbots kwintengiso ibikwinkonzo yabathengi, apho ii-chatbots zisetyenziselwa ukuphendula imibuzo yabathengi njengendlela yokunciphisa ukubalwa kwabantu kunye nokunciphisa iindleko. Kodwa kwiimeko ezininzi, inyani ibiyeyokuba ezi zibonelelo zingaphezulu kancinane kunee-FAQ zencoko. Ngelixa ezi zinokwanela kwimeko yokuqala, ukuba azihlaziywanga ngedatha entsha yabathengi rhoqo ziphela zikhathaza abathengi kwaye ukungenelela kwabantu ekugqibeleni kuyafuneka.
Oku kuthethiweyo, njengoko ii-chatbots ezininzi ze-AI-powered ziye zadityaniswa kwimveliso, iodolo kunye nedatha yobuqu, iingcebiso ezenzelwe umntu zibone ukuphucuka okukhulu. I-AI yobuqu kunye nencoko inceda iimveliso ziqonde ngcono kwaye zizibandakanye nabathengi bazo. Oku kubenza bakwazi ukulungelelanisa imiyalezo ehambelana bhetele nomthengi ngamnye kwaye banqande ukubuya-kunye-phambili kwizicelo zabathengi nto leyo ethetha ukuba izicelo zinokufezekiswa ngokufanelekileyo. Ngophando olubonisa ukuba i-56% yabathengi baba ngabathengi abaphinda-phindayo emva kwamava omntu, iibrendi eziphakamisa ezi bots ziyakubona ukuthembeka ngakumbi kunye nenkcitho kubathengi.
Siqinisekile malunga nomgangatho owahlukileyo weeProfayili zeNkampani yethu. Nangona kunjalo, sifuna ukuba wenze esona sigqibo sinenzuzo kwishishini lakho, ke sinikezela ngesampulu yasimahla onokuthi uyikhuphele ngokungenisa le fomu ingezantsiBy GlobalDataSubmit
Oku kubaluleke ngakumbi kubathengi abancinci - phantse isiqingatha se-Gen Z bathi akunakwenzeka ukuba bathenge emva kwamava angengowamntu.
IiChatbots zibonelela ngezibonelelo ezingakumbi kubathengi kunokuzenzela nje umntu. Banokubonelela ngolwazi malunga neevenkile ezikufutshane, bakhokele abathengi ngokuthenga okunzima okanye ukubuyisela iinkqubo kunye nokuxhasa iinkqubo zokunyaniseka. Iibhothi ze-AI zikwavumela ukuthengisa okujoliswe kuko ngakumbi, okuthoba isixa sohlahlo lwabiwo-mali olunikezelwe kwezi ndawo zoshishino.
Ii-chatbots zokusetyenzwa kolwimi lwendalo (NLP) ngoku ziza ngaphambili, zibonelela ngezibonelelo ezingakumbi kumava omsebenzisi. Ngetekhnoloji ekwaziyo ukuqonda nokuphendula intetho yomntu, abathengi baziva ngathi banxibelelana nomntu owenza ukuba amava okuthenga abandakanyeke ngakumbi.
Ukuphucula ukusebenza kakuhle kweshishini
I-NLP kunye ne-AI ngoku zidityanisiwe kwiinkqubo ezininzi zokubuyela umva njengenzaliseko, imveliso kunye nedatha yomuntu siqu, ebonelela ngeenzuzo ezinzulu zokusebenza kwiinkampani. Iyakwazi ukubonelela ngeempendulo zomntu ngamnye-clock-clock, ii-chatbots zinokuphendula imibuzo yabathengi kwiindawo ezibandakanya ukulandelwa kwe-odolo, imbali yokuthenga, amanqanaba esitokhwe kunye nokunikezela iingcebiso. Olu lwazi lunceda iinkokeli ukuba zenze izigqibo ezinolwazi malunga nezinto eziphambili zoshishino ezifana nokuqaliswa kwemveliso, ukuhlaziywa kwempahla kunye nokubuyisela - konke ngaphandle kokunyuka kwentloko.
Kumashishini afana nefashoni kunye nokuthengisa apho inkunkuma kunye nemveliso egqithisileyo ikhupha izixhobo kunye nengeniso, olu lwazi luxabiseke ngakumbi, lunceda ukugcina iindleko ziphantsi kunye nokunyusa inzuzo.
Ukunciphisa iindleko ngeendleko zomthengi
Ngaphandle kwezibonelelo zabo, ishishini lokuthengisa alikazamkeli ngokupheleleyo ii-chatbots zanamhlanje. Uninzi lwabathengisi basangxama ngophuhliso lwe-chatbot kunye nokuphunyezwa, bekhetha eyona nguqulelo inexabiso eliphantsi kwaye inexabiso eliphantsi. Nezona zisombululo zisisiseko zibiza malunga ne-10,000 yeedola kunye ne-NLP chatbots zibaluleke kakhulu - yongeza kuqeqesho oluyimfuneko kunye nokudibanisa neenkqubo ezikhoyo kwaye iindleko zonyuka kuphela.
Ngelixa ukukhetha eyona ndlela inexabiso eliphantsi kunokunciphisa iindleko, kuza ngeendleko zamava omthengi. Abathengisi abathatha le ndlela ekugqibeleni basengozini yokuphulukana nabathengi kubakhuphisana abasebenzisa i-NLP kunye nezisombululo ezenziwe nge-AI kwaye banikezela ngamava asebenzayo kunye namava omntu.
Kodwa ngaba ungayithemba ngenene iChatbot?
Ukuthembela kubambezele umva ukusetyenziswa ngempumelelo kwee-chatbots kwiivenkile. Ukuphulwa kwedatha kunye nama-scandals angasese aqhubeka nokwenza iintloko, kunye neenkampani ezibandakanya i-VF Corporation, i-Staples kunye ne-Forever 21 nje ngamaxhoba ambalwa alo msebenzi. Oku kube nefuthe kwindlela abathengi abacinga ngayo malunga nedatha yabo - ngo-2023 i-23% yabathengi bebengakhululekanga malunga nedatha esetyenziselwa izixhobo zomntu kunango-2022.
Njengoko ii-chatbots ziqhutywa lulwazi lwabathengi, ukuqinisekisa ukuba ubumfihlo kunye nokukhuthaza ukuthembana kufuneka kube phezulu engqondweni kubathengisi abasebenzisa ezi zisombululo. Nangona i-51% yabathengi bethemba iibrendi ukuba zigcine idatha yobuqu ikhuselekile kwaye iyisebenzise ngokufanelekileyo ukwenza umntu, amashishini kufuneka athathele ingqalelo indlela yokucaca ngakumbi kubathengi bawo. Ngokuthenjwa okusetelwe ukuba ibe yenye yezona zinto zinkulu kwisizukulwana esilandelayo sabathengi, abathengisi abajonge ukuhlala phambili kufuneka benze ngokukhawuleza kunokuba kamva.
Yintoni elandelayo kwi-Chatbot?
I-automation sisixhobo esinamandla, kodwa ayikwazi ukuphendula zonke iimfuno. Ukuthenga kuhlala kungamava eemvakalelo apho ukudibana ubuso ngobuso kusaxatyiswa ngabathengi. Nangona kunjalo, abantu abanako ukusebenza ngesantya esifanayo njengezisombululo ezizenzekelayo ezifana nee-chatbots, kwaye abanako ukucubungula kunye nokuhlalutya umthamo wedatha efunekayo ukuqikelela ukuziphatha kunye nokuphendula imibuzo ngendlela efanayo ne-AI.
Njengoko ulindelo lwabathengi malunga nokwenziwa komntu luhlala lukwindlela ephezulu - kunye ne-71% yabathengi abalindele unxibelelwano olulolwakho - ukusetyenziswa kwe-chatbot kuyo yonke intengiso kuya kwanda. Ukuhlangabezana nale mfuno, ukwamkelwa kwe-AI kunye ne-NLP-enabled chatbots kuya kuba yimfuneko. Ngobu buchwepheshe bukwazi ukubonelela ngeempendulo ezifana nezomntu, ezinolwazi kunye neemvakalelo - ezi zisombululo zibekwe ukuba zibe likamva lenkonzo yabathengi.
Itekhnoloji ikhona, kwaye ifumaneka lula kubathengisi. Ngelixa ukwamkela i-Chatbots kuya kuba ngundoqo kwimpumelelo, inqanaba lokulumkisa kufuneka lithathwe xa kuphunyezwa ezi zisombululo, ukuqinisekisa ukuba amava omthengi ahlala enjengomntu kangangoko kunokwenzeka.
Malunga nombhali: UHetal Kurji-Evans ungumlawuli eMindera, inkampani yophuhliso lwesoftware yehlabathi kunye nethekhnoloji yokubonisana, esebenza kakhulu, eyomelela, kunye neenkqubo zesoftware ezinobungozi.
Umthombo ovela Inethiwekhi yeInsight yokuthengisa
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