Copenhagen
Landemærket 10, 6th floor1119 Copenhagen
Denmark+45 33 36 44 44hello@kruso.dk
(and more than just a chatbot in the corner)
Artificial intelligence (AI) is no longer just something that helps answer questions in customer service. Today, AI contributes to creating personal, efficient, and cohesive customer experiences from the first click to purchase and return visits.
AI can (and should) play a role throughout the entire customer journey, not just after the customer has placed an item in the cart. Here are some concrete ways AI supports each phase:
Discovery phase: With AI-powered search functionality, intelligent product filtering, and recommendation engines, it becomes much easier for customers to find what they are looking for and get inspired along the way. Algorithms analyse user behaviour in real time and suggest relevant products based on both past actions and preferences.
Consideration phase: AI can personalise content, product descriptions, and visuals. This could be dynamic product banners that change depending on who the user is, or AI-generated descriptions matching the tone and style the customer prefers. In addition, chatbots and virtual assistants help with quick information and clarification of questions without any waiting time.
Purchase phase: At the actual point of purchase, AI can improve the conversion rate with smart payment flows, dynamic discounts based on user profile or previous purchases, and suggestions for complementary products (cross-selling). AI can also help predict when the user is most likely to complete a purchase.
Loyalty phase: After the purchase, AI helps ensure automated, personalised follow-ups: for example, emails with recommendations, delivery updates, or service tips. AI can also identify customers with high lifetime value and ensure they receive special attention through personalised offers or exclusive content.
AI creates personalized experiences that match the customer’s needs.
AI analyzes data across channels and provides concrete insights into behavior and preferences.
AI solutions can handle thousands of customers simultaneously without compromising on quality.
Getting started doesn’t necessarily require a complete overhaul of your digital strategy. You can start small and scale!
Identify the most important touchpoints in your current customer journey. Choose one AI technology that can improve that specific point – for example, a chatbot, a recommendation engine, or predictive analytics. Test and measure the effect: use A/B testing and customer data to assess the value. Gradually scale to more parts of the journey and integrate with your existing systems such as CMS, CRM, and PIM.
When AI is integrated as a natural part of the digital customer experience, value is created across the entire e-commerce journey. It’s not just about automation and efficiency. It’s about creating relevant, engaging, and coherent experiences for your customers.
Want to know more about how we at Kruso work with AI in digital solutions and e-commerce? Then feel free to reach out to us!