Mentionsy

Someone who is interacting with the shopping assistant on chat versus waiting for a human to answer has 75% more chances to actually convert.

But I think it's impossible for me not to talk about AI, conversational AI specifically.

A big trend that we are seeing is obviously brands leveraging AI more in their day-to-day operations of e-commerce, but mostly what we are seeing on our side is to interact with their customers.

I think a lot of them are turning towards AI to help them with that.

Leveraging AI and conversational AI, which we can talk about, can actually help driving more conversions, higher average order values and can really help with customer satisfaction and retention, which over the time helps to improve your customer lifetime value and eventually reduce the cost of acquisition and make you a leaner, more profitable business.

I want to have a good experience interacting with the ads that you're doing, with the email that you're sending.

As a brand, the main thing is probably conversion.

I więc, kiedy patrzymy na wsparcie klientów, myślimy, o tak, gdzie są moje zapytania i czy mogę zmienić adres sprzedawczego, co oczywiście jest dużą częścią tego, czym jest wsparcie klientów, ale to jest coś, co teraz z AI, można automatyzować wiele z nich, więc moglibyśmy głównie wdrażać się w automacje i przypadki używania później, ale punkt jest w tym, że teraz masz narzędzia, które automatycznie automatizują wiele pytań, które są bardzo repetytywne, mało wartościowe i kosztujące czasu dla wsparcia klientów.

Also the team is going to spend less time on questions that don't add much value and can focus on pre-sales questions, questions from VIP customers or assisting someone who was unhappy and may not buy from the brand ever again and turning them into a champion of the brand.

I should not have to email a brand to know where is my order and wait for over a day to get the answer, which happens for a lot of brands.

But I shouldn't have to wait for that long.

And more and more now with conversational AI, ChatGPT, we're expecting instant answers.

Fast response time, which you can get by automating and using a bit of AI more.

So, you know, in 2025 coming 2026, if someone, especially like the newer generations is contacting a brand, they expect to get an answer, whatever the channel, you know, email, share, chat, but also Facebook, Instagram.

We can send them an email based on the information between the brand and their customers on Gorgias.

I mean, the way to do this is ideally using some sort of AI that can acknowledge like, hey, thank you for asking about returning your order.

And I think that's the main thing that a brand should aim for is just get back to people quicker.

So as you said, that's a great example that we can just use that, let's say, experience and the knowledge.

Names mentioned, that AI...

We all know that AI reshaped the e-commerce experience, definitely.

Can you bring some of your examples of how AI can improve this customer experience?

There's like the customer facing side of AI, so that could be an AI agent that actually answers to customers' inquiries, but is also leveraging AI, let's say, in the backend on the brand side.

And so the AI can help with all of these things.

I so if you're able to automate a lot of the easy questions that can be found in the FAQ, in the product pages, something about the tracking information that is available, it is going to... I guess to just follow up on what I started saying earlier.

By using AI, you're going to reply much faster, 24-7, in any language, with all the context around the customer and the brand, because the AI has access to all this data.

The more satisfied customers are, the more likely they are going to buy again from your brand.

That's the main way for the customer support side of things.

You would know better than me and maybe you can share what you think are the main reasons why people don't buy on the website.

Widzieliśmy, że ludzie, którzy używają pomieszczeń do zakupu, mają na zwycięstwo, z branżami, które go używają w Gorgiasie, 75% większą liczbę zainteresowań w czacie.

It just shows that people need answers to their questions and they need those answers fast, especially as we are all using ChatGPT in our daily life, for example.

And realistically, conversational AI is a great way to do this without adding much cost to it.

I know this was a long answer, sorry about that, but hopefully it's a little bit like the customer support and sales side where an AI agent can help brands generate more revenue.

Since you touched this topic, could you maybe, if somebody doesn't know what conversational AI or conversational e-commerce is, could you maybe elaborate on this and maybe explain this with some

So, you know, what is conversational AI?

The AI that is conversational is going to also think and look at data.

Names mentioned on how you want this AI to behave.

You can have the AI being super chatty, you can have it being really focused on sales and discounts, or you can have it really more focused on educational behavior, just explaining to people why this product is good, asking some qualifying questions.

I to jest cel konwersacyjnego AI w końcu.

With AI you can feed it all this information and context around the customers, around the brand, around the products that you can really scale the personalization of the experience.

Do you think that in their case, should they be already focused on all of these automations, applying AI to their e-commerce?

E-mail person on Shopify, find the order, find the tracking number, then copy it, paste it in the email.

If you can save already a little bit of your time day to day by having a tool like Gorgias, whether you use AI or not, it's already a win in my books because you're gonna be able to spend your time on what matters most and you're gonna have the tools to get back to your customers quicker as well.

As we all know, OpenAI announced that now you can buy directly from the chat.

What you said about what type of products will be, let's say, the best examples where ChatGPT can help you to buy them directly from, let's say, from that channel.

I think the main benefit of this Gorgias GPT versus ChatGPT is that you have more control over the entire process and you have the control of what's happening after the sale.

I mean, how is he trained?

So, first of all, is going to be trained, let's say the Shopify example, is going to be trained on the Shopify product information.

And so these are, you know, information that are either available on the website or in internal documents that the brand can just like upload to the shopping assistant and tell...

W zeszłym roku skupiliśmy się na agentach AI do wsparcia klientów, aby automatycznie wsparcia klientów zostały zainteresowane.

And that is also definitely what our customers are going to ask because they're already now saving so much time with customer support AI agent.

We are also using AI proactively to come up with the, let's say, the copywriting of the text of what a chat campaign should have to get more engagement.

As we are coming close to an end, what is the main takeaway that you would like merchants to remember from this conversation?

So for me, the main takeaway, I would say if you are working in an e-commerce brand or in e-commerce in general, is that first of all, I understand that customer support and customer experience is not the sexiest part of the business.

So it just shows that the culture is shifting and in general, especially now with AI.

The culture is completely shifting because an AI agent that was answering to where is my order questions all day is not going to be needed anymore because we can fully automate that and it's a better experience for the customers and it's cheaper for the brand.

Thank you very much once again, Yohan, for having you here with us.

I'm on LinkedIn and probably my contact details will be somewhere around.