5 Drawbacks of AI Chatbots You Should Know

The Role of an AI Chatbot in Ecommerce

AI chatbots have rapidly become a go-to solution for many online stores looking to streamline their customer service. While these virtual agents can offer convenience and scalability, they are not without their flaws. Before fully embracing AI chatbot solutions, it's important to consider some key drawbacks, such as:

• Focus on post-order support
• Potential to mislead shoppers
• Lack of visibility
• Limited personalization
• Risk of becoming annoying

In this article, we’ll explore the challenges brands may face when using AI-powered chatbots, and why retailers should consider a more thoughtful approach to better serve shoppers.

5 Concerns About AI Chatbots

1. AI Chatbots Are Post-Order Oriented 

We’re not here to claim that AI chatbots are useless. In fact, they can be incredibly effective at addressing common support inquiries, like order tracking or returns. Many of these questions are "post-order" related, meaning shoppers seek answers after they have already placed an order. However, this represents only a portion of the questions shoppers may have.

There's an entirely different subset of questions that arise before a purchase is made—questions that influence a shopper’s confidence in making a buying decision. For example, “Are these skis suitable for beginners?” or “Is this car seat compatible with my vehicle?” These are critical pre-order questions that chatbots may not be fully equipped to handle effectively.

2. They Can Be Misleading to Shoppers 

Many customers appreciate the immediacy of AI chatbots, but they often prefer talking to a real person when facing more complex or sensitive issues. Chatbots can sometimes mislead users into thinking they’re engaging with a human or that their problem can be resolved quickly, only for the customer to feel let down when the bot can't handle their request.

78% of consumers had to turn to a human agent after failing to resolve their issues through an automated channel.

3. Hidden in Plain Sight: Low Engagement Rates

AI chatbots, often tucked away in the bottom right corner of the screen, can easily go unnoticed. In fact, when we tested this experience, we found that only 0.3% of site visitors chose to engage with the chatbot.

No matter how advanced the AI experience, it won't make an impact if shoppers aren't engaging with it. Shopper engagement is key to driving meaningful results.

4. Lack of Personalization 

A lot of chatbots take a one-size-fits-all approach, treating every shopper the same. This can lead to generic interactions that don’t really address individual needs or preferences.

In today's world, shoppers expect a more personalized experience, and when they don’t get it, they’re less likely to engage or make a purchase. If a chatbot can’t adjust to different customer profiles or shopping behaviors, it’s missing a big opportunity to connect with customers in a meaningful way.

5. Annoying!!!

While the goal of an AI chatbot is to assist users, they can sometimes become a source of irritation. Pop-up messages or over-eager bot prompts can interrupt the shopping journey, making customers feel pressured or overwhelmed.

When chatbots initiate conversations at inappropriate moments or send repetitive messages, users may find them more annoying than helpful, ultimately leading to a negative brand perception.

alby’s AI Shopping Assistant: A Chatbot Alternative

Pre-Order Focused

Unlike traditional chatbots that primarily handle post-order inquiries, alby’s AI Shopping Assistant is designed to engage customers before they make a purchase. It answers crucial pre-order questions, like “Is this jacket waterproof?” or “Will this desk fit in my space?”

alby also pre-generates tailored questions for each product, specifically optimized to increase conversions, ensuring that shoppers are presented with questions most likely to influence their purchasing decisions and drive sales.

Embedded Placement for Higher Engagement

Instead of being tucked away in a corner, alby is embedded into product detail pages (PDPs), seamlessly integrating with the shopper’s journey. This placement reaches shoppers when they are actively seeking product information, rather than interrupting their experience with a random chatbot pop-up.

As a result, we have seen a 10x increase in engagement rate compared to chatbots. 

Personalized Shopping Experience

alby goes beyond the one-size-fits-all approach of traditional chatbots by personalizing interactions based on each shopper’s unique needs and preferences. 

Whether it’s providing tailored product recommendations or answering specific questions, alby adapts to the shopper’s behavior, creating a more meaningful and customized shopping experience. This level of personalization helps build trust and encourages repeat business.

Conclusion

AI chatbots are popular for improving customer service. However, they have limitations that can affect the shopping experience. 

alby’s AI Shopping Assistant offers personalized support early in the shopping journey, automatically providing information when customers need it most. Seamlessly integrated into product pages, alby predicts and answers shoppers' questions, driving them toward a purchase.