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What is conversational search?

Conversational search is a broad topic but in essence talks about utilizing Artificial Intelligence technologies for the purposes of search query assistance. Conversational search is therefore a core aspect when we talk about searching for a product online. Natural language is utilized by interfaces to assist users to find the products they are searching for, hence the term — conversational.

Conversational search interfaces use AI capabilities to engage with customers in order to understand what they truly require. User interactions take place through dialogue and this mechanism is used to make product search easier. AI recommender systems understand customer needs by asking relevant questions and match products accordingly.

How does a conversational agent work?

chatbot asking questions

Conversational agents first ask relevant questions to the user

They can ask questions based on personal style, personality, age, traits, habits, etc. to find out the user's profile.
chatbot asking questions

They analyze all preference inputs by the user

Conversational agents & search assistants analyze every parameter from every stage of the questioning process.
chatbot recommendations

Conversational agents & search assistants then match and recommend products

After their analysis, they display the best products or services.

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Conversational agents can solve the following problems

  • "I have a large assortment of products"

    If a website has a large assortment of products, e.g. an electronics retail site that has 5000+ products, visitors will find it difficult to search for the product they need. A chatobot can help them to quickly find a perfect product, thus saving browsing time on search.
    "I get a large number of queries from customers"

    Chatbots are a perfect match to solve customer queries as they are dialogue-based and work as per the customer's preference. They are hence a valuable resource for B2B as well as B2C businesses.
    "Visitors frequently bounce off my website"

    Chatbots are by nature user-friendly and doesn't use traditional filters. They are highly interactive and successfully retain visitors on your website.
    "I want to know more about my customers' purchase behavior"

    When using our Guided Selling solutions, excentos analytics will give a detailed picture on how your products are faring with different customer segments. They provide a lot of insightful data such as market information, improvement suggestions, seasonal buying trends, etc.

Our conversational agents and Product Guides
come with even more advantages

Personalized recommendations

AI-driven technology uses recommender logic and a matching engine to give personalized recommendations based on user needs and preferences. Our Guided Selling technology provides advanced personalization for online shopping experiences.
This also ensures that customers are only shown relevant products which in turn increases their willingness to buy, resulting in an increased conversion rate.

Intelligent reasoning

Product Guides use intelligent reasoning to provide evidence and rationale for the products chosen to be displayed as a recommendation. E.g. Our bike advisor displays all the bike specifications which match the answers to questions such as height, gender, usage of bike, type of biker, etc. This not only builds a customer's trust but also drastically reduces the chances of them returning a product.

Enhanced machine learning

Machine learning unlocks the full potential of usage and purchase data, creates new sales knowledge and reacts to buying trends in real time. Due to this, it constantly enhances the recommendations provided to customers.

Improve your
marketing & sales

To improve Ecommerce strategies, it is crucial to regularly identify action points and better them. Consumer data allows you to define your ideal buyers, establish a fluid sales funnel, react timely to trends and insights, etc.

Multi-channel integration
for wide reach

The excentos Product Guide can be integrated across devices and touchpoints, notably desktop, mobile and in-store. It can be rolled out and introduced to new markets where it automatically adapts to local data feeds and can be customized to fit the target market better.

What our customers can tell you...

  • We saw significantly higher growth rates for all products integrated in the advisor compared to the overall product range. The excentos staff were always there to support us for any questions and helped us to get the most out of the platform.

    - Ortlieb

  • Customers who use the excentos Gift Finder are 3 times more likely to make a buying decision than those who do not.

    - myToys

  • Digital consulting with excentos is now an essential part of our marketing, and we are very satisfied with the results.

    - Vaude

How can I create a Product Guide?

With the excentos Workbench, build your very own Product Guide in a matter of minutes.

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