In the world of e-commerce, automation is here to stay. However, when it comes to interacting with customers and closing sales, two terms often come up: bots, or chatbots, and AI sales agents.
While both use technology to automate tasks, there are key differences that can make or break a successful sale and avoid a frustrating customer experience.
What about bots?
Bots, or chatbots, are programs designed to simulate human conversations, and they have long been the go-to solution for companies seeking to automate their customer service. However, their limitations are evident:
- Predefined responses. Bots are usually limited to a set of pre-established responses, which hampers their ability to handle complex queries or unexpected situations.
- Lack of empathy. They cannot understand and respond to human emotions, which can lead to customer frustration.
- Inability to close sales. While they can provide basic information about products or services, bots are generally ineffective at closing sales since they require deeper human interaction.
- They are made with a single purpose. They follow a specific flow or route, and if a person needs something outside of that programming, they fail completely.
For these reasons, bots have never been the ultimate solution for digital sales. While they can be useful for simple tasks, such as answering frequently asked questions, they are not capable of building meaningful customer relationships or closing sales effectively.
So, what’s the solution?
Meet AI Sales Agents
In response to the issues mentioned above, at Keybe we developed a suite of tools that started as a Smart Chat with an AI core, evolving into our AI-powered sales agents.
Their emergence represents a significant evolution from bots. These tools use more advanced technologies, such as natural language processing and machine learning, to provide a more personalized and effective customer experience, achieving the following:
- AI sales agents can understand human language more naturally, allowing for smoother and more meaningful conversations.
- They can analyze customer data to offer personalized recommendations and tailor their messages to the individual needs of each customer.
- They have the capability to close sales. We’ve recorded instances where they have successfully guided customers through the purchasing process and effectively closed the sale.
- They continuously learn from each interaction, allowing them to improve their performance and adapt to new situations over time.
- They can understand and respond with voice notes in both Spanish and English, and in writing in more than 80 languages.
But is all this enough?
The Importance of the Human Touch
Although artificial intelligence is becoming increasingly sophisticated, it’s important to remember that technology can never fully replace human interaction.
That’s why our AI sales representatives are designed to work hand-in-hand with human sales teams, and this combination is what allows us to offer an exceptional customer experience.
It’s also worth noting that our AI sellers have personality traits that allow them to be technology-driven without losing the human touch needed for effective selling.
For these reasons, AI sales agents represent a new era in sales automation. By combining the efficiency of technology with the emotional intelligence of humans, it’s clear that chatbots are a thing of the past—helpful in their time, but ultimately a temporary solution until AI arrives.
