Retailers are leveraging generative AI to enhance online shopping experiences, but broad applications like ChatGPT are often inadequate for specific e-commerce needs.
“Most of the previous generation chatbots were preprogrammed to follow a script and were unable to handle unexpected situations,” said John Harmon, senior analyst at Coresight Research. “Gen AI chatbots can understand human language and answer a wider variety of questions.”
Generative AI can truly enhance chatbot performance by providing better context comprehension and personalized product recommendations, outperforming outdated scripted bots.
Businesses are finding more success with targeted AI models that address their internal knowledge bases, leading to optimized online shopping solutions.
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