How AI Is Driving Better Customer Experience in eCommerce?

How AI Is Driving Better Customer Experience in eCommerce?

Ask any eCommerce business about “Success” and the first thing that strikes the doors of their minds is “Customer Experience”.

No matter how big or small your online store is, if you cannot provide a seamless user experience, you might need to shut down your business after some time. 

But don’t worry!

Thanks to advancing technologies like “Artificial Intelligence”, online store businesses started reshaping the customer experience exponentially. 

Let’s share some jaw-dropping facts related to the AI & eCommerce Industry!

  • Leveraging cutting-edge technologies like AI will likely create over $1.6 trillion in business value by the year-end. 
  • More than 80% of organizations consider customer experience (CX) as the deciding factor in business success. 
  • Nearly 90% of eCommerce businesses reported a significant decrease in return-related costs. 

Considering such astonishing facts, it’s no surprise AI will revolutionize the customer experience in eCommerce. 

But the question is still intact- How exactly AI is facilitating enhanced customer experience in eCommerce?

In this blog post, we’ll cover everything you need to know about AI’s driving force behind better CX in eCommerce.

Let’s dive in!

Understanding AI in eCommerce: What is it?

AI in eCommerce

To put it simply, AI in eCommerce is the latest tech that helps expand the personalization aspect to build and deliver customized recommendations and custom experiences for each user. With the integration of AI in eCommerce, it shares deep insights into customers’ behavior, their buying habits, the time they spend on a page, and more to optimize customer experience strategies. 

Let’s take a quick look at the patterns that AI catches and analyzes processes;

  • Items that users click on the most
  • Items that users add to their cart 
  • Time spent on evaluating the product 
  • Items skipped by the user
  • Repeated orders every month. 

AI algorithms may help automate many aspects like custom marketing campaigns and product recommendations to render better services and drive enhanced sales. It is no secret that increased personalization and efficiency may allow AI to transform eCommerce businesses.

Since businesses are already witnessing the benefits of AI in eCommerce, it’s time to know how AI can work for you!

Top Ways in Which AI is Transforming Customer Experience (CX)

Here is a list of how AI is transforming customer experience in eCommerce. 

#1. Chatbots 

Who doesn’t like shorter wait times and faster responses? Well, that’s what your customers love! It is quite surprising to know that nearly 70% of customers prefer “Chatbots” for communication. Not only do chatbots help customers to find solutions to their queries but they also resolve their issues related to products, bills, or services. 

When businesses leverage AI tools like “Chatbots”, they can reduce the workload on humans and save up to over 25% of customer support costs. Remember that AI integration may not only solve a customer’s problem but also ensure customers get relevant and high-quality information. 

#2. Personalized Product Recommendations 

Another major way in which AI is driving better customer experience is nothing but “Personalization” which helps render a smooth and seamless CX. Integration of AI in eCommerce may make your customers feel valued. A specialized product recommendation that matches your users’ needs will ultimately lead to higher engagement levels. 

As per the latest reports from McKinsey, personalized product recommendations can minimize acquisition expenses by nearly 50%.

But have you ever wondered- How AI fetch personalized recommendations for each user? Let’s find out! 

  • Understand Preferences: AI tools retrieve customer data like their browsing history, purchases, and reviews.
  • Enhancing UX: AI-based tools ensure lag-free searches and prevent your customers from visiting competitors’ sites. 
  • Placement of Pop-ups:  AI tools showcase pop-ups on search results, product pages, and home pages. 

#3. Voice-Based Assistants 

Nobody wants to type to search for a product, do you? Well, it’s 2024 and voice-based assistants have become so normal that many eCommerce businesses already started implementing them. 

Not only do these voice-based tools help enable customers to perform tasks efficiently but they also save time and provide accurate results.

Since more than 45% of internet users are already using voice-based commands for searches, it’s automatically enticing others to shift towards voice interaction. 

Furthermore, such an integration may help eCommerce stores to accept orders via voice commands, which ultimately leads to seamless customer interactions. 

#4. Deep Customer Analytics & Insights 

One of the biggest highlights of AI is that it may easily identify patterns in large datasets, which enables businesses to know what customers want. When you integrate deep analytics into eCommerce, businesses can focus on aspects like customer satisfaction, retention, and query resolution. 

One of the major highlights of deep analytics integration is that it offers in-depth insights into customers, buying behaviors, habits, and other trends. Thus, it will help eCommerce businesses manage their inventory and marketing strategies based on the current analytics and insights. 

#5. Revolutionizing Agents’ Experience 

In addition to customers, AI-driven tools are also reshaping customer experience agents to boost their productivity and efficiency. It wouldn’t be wrong to say that more than 80% of customer experience leaders are willing to get their roles upgraded. 

Agents can now leverage AI-based tools to offer more personalized solutions to increase the interaction with customers on chat. With AI, these agents can provide knowledgeable articles, and AI-driven recommendations to facilitate quick and relevant customer service. 

In essence, it would lead to an enhanced improved experience which makes customers feel valued and appreciated. 

Though you may now have understood how AI is driving better customer experience in eCommerce, it’s time to understand its implementation process. 

How to Implement Artificial Intelligence (AI) in eCommerce?

Because AI has a myriad of benefits in eCommerce, it’s time to implement AI into eCommerce using the following tips. Let’s discuss them in detail! 

  • Define Objectives

Ensure you properly define the goals and objectives for using AI in eCommerce. When you know what you have to do, you can focus on enhancing customer support, streamline operations, and personalize the shopping experience. 

  • Data Collection 

In the next step, you will need to collect information about customers’ buying behaviour, transactions, and preferences. The collected data will help businesses to improve decision-making processes. 

  • Choose the Right AI Tools

In the next step, it’s important to choose the right AI tools that perfectly cater to the needs and goals of eCommerce business. Some of the commonly used AI-driven tools may include predictive analysis, chatbots, voice-based assistants, and computer vision. If you don’t have time to choose the right tech stack then it’s time to hire the best software development company in the USA. 

  • Integration is the Key 

Once you have decided on the kind of technology, it’s time to integrate these tools into your eCommerce website or app. Remember that integration will help render a seamless user experience and may give an edge over the competition. 

  • Train & Optimize 

After integration, it is time to train the AI algorithms with the collected data and refine them for better results. When you optimize the data, you can get relevant results that may help you frame your strategy accordingly. 

  • Monitor & Examination  

In the final step, it’s time to regularly monitor and evaluate the performance to identify potential bugs or errors and eliminate them to meet your business goals. 

Final Thoughts

So, there you have it! That’s all about how AI is driving eCommerce business to drive unmatched customer support! It is no secret that AI is a game-changer in eCommerce to resolve customers’ queries and enhance their in-app experience. 

From personalized product recommendations to enhanced customer experience, AI can help businesses to drive unmatched growth and success. If you run an online store and want to integrate AI features then now is the right time to do so. 

Don’t have time or enough expertise to do it? If so, let EitBiz be your partner in integrating AI into the eCommerce business. Our skilled team of 50+ AI-certified experts and eCommerce developers work in tandem to leverage modern AI-driven tools to integrate into your eCommerce business and enjoy unprecedented growth. 

So, what are you waiting for? Get in touch with us at +1(812)530-6300 or mail your queries to to get a free consultation today! 

Begin your success story in the eCommerce business with EitBiz!


  • Vikas Dagar

    Vikas Dagar is a seasoned expert in the field of web and mobile applications, boasting over 14 years of experience across a multitude of industries, from nimble startups to expansive enterprises. Visit Linkedin

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Vikas Dagar

Vikas Dagar

Vikas Dagar is a seasoned expert in the field of web and mobile applications, boasting over 14 years of experience across a multitude of industries, from nimble startups to expansive enterprises. Visit Linkedin

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