Live Chat Feature Can Improve Shopping Experience

It’s a Robot Invasion

When I was a child, I loved to pretend I was a robot. I’d walk around with a cardboard box on my head and call myself Pudge The Robot… Ruler of the World. Now that you know that embarrassing detail of my childhood, let me tell you why I’m talking about robots today. In some form or another, they’re everywhere—from the toys you’re probably wrapping up and putting under the Christmas tree to the online checkout process you used to purchase the toys.


AI software is taking over many marketing functions and automation is the new normal. Marketers are using AI technology to increase conversions on their websites, personalize communication with customers, and automate support and communication. Several websites have live chat features, and many of these third-party integrations are automated using artificial intelligence. Reports indicate that 92% of customers feel satisfied when they use the live chat feature during their buyer’s journey.

92% of customers feel satisfied when they use the live chat feature.

What This Means for Marketing

During a buyer’s journey, a live chat feature can provide a quick customer service touchpoint so the customer can avoid calling in and waiting on hold. This 2016 report indicates 51% of consumers think businesses need to be available 24/7. Automated live chat features can help provide this luxury. And if done well, shoppers won’t realize they’re talking to robots on the other side of the screen!