In spite of the efforts of designers and programmers, for many users (and potential buyers) their experience while trying to search for concrete products and make a definite purchase results as negative and frustrating. According to Jordi Torras, CEO of Inbenta, “many WebPages use common search engines, initially designed to facilitate search processes for concrete information, that, far from obtaining immediate and satisfying answers, users usually end turning down the purchase and, at times, the web, without having obtaining their objective.” In these cases, the natural language based software, that allows perfect human dialogue simulation, is a tool desired by end users from one part, and by the other, it increases the possibilities of e-commerce.
Imagine that instead of having to guess in which section they may have classified the new product you are looking for, or having to clickthrough thousands of different Windows to compare it to similar products, you could ask directly, and in your own words, to a virtual assistant or avatar (those funny virtual characters capable of answering almost every question and offer the best of their smiles) and obtain a unique and accurate answer. “Natural Language, applied to these tools that offer a similitude to a Chat, allows the user to make their questions in a colloquial style and find results immediately, making their user experience much more positive and boosting online sales,” continues Torras.
For all of this, webs that count with a virtual assistant or with any other tool of language analysis make online user experience much personal than a purchase in a physical store, but with the advantages of a WebPage. According to Jordi Torras, “In Inbenta we develop specialized software that is capable of understanding people in their own words and answer matters as if were a real sales clerk. If above this, we take into account that “cybershoppers” are, in general, more advocate than conventional buyers given that they only buy in one store- or portal- , any element that we incorporate into our Web to improve the satisfaction in the global search process and purchase, as for example, a virtual assistant, this will favor that this particular client will return to make more purchases in the future.
Definitely, the usage of natural language in search tools of e-business related WebPages, may convert Christmas shopping in an opportunity to increase sales and, specially, to create client advocacy the rest of the year as well.