For the last couple weeks, I've been inundated with claims of how it's going to become increasingly difficult to compete as an E-commerce store in the near future without integrating some level of AI across my customer journey flow or my workflows
Hey @kaliq_i, agree with the sentiment in those links you shared. AI is already here to stay and is already changing eCommerce/Shopify. Customer Support is probably the most obvious area where it can help. Most eCom stores have the same types of queries again and again; most of which involve the customer team inserting the same link to the knowledgebase or answer snippet.
AI can help to free up customer support teams from routine queries, so that they can focus on more complex customer queries or provide a superior level of service to VIP customers.
In particular, AI can help:
Classify incoming customer queries; interpreting the query and the customer's sentiment, which really helps the customer support team to prioritize and inform responses
Provide summaries of long/complex queries and conversations, so that support teams can save time every time they touch a new message in a convesration
Suggest well-structured personalized answers to queries, so that support teams can reduce response times
Automatically respond to routine queries and escalate complex queries, this is especially relevant out of hours, since we know that's when many customers are active
There are probably lots of other use cases, but these are definitely already being deployed.