Know thy customer
· Dmitri Borohhov
Your web page used to be like a store front. Until now, you may have let customers browse the aisles, observed what they were looking at, and inferred what they wanted from their behavior. You could occasionally ask for feedback.
Now people ask your AI assistant. In our experience about 0.5-2% of visitors do, depending on the organization and how prominently the assistant is displayed. At 50k monthly visitors that can mean 500 conversations a month where people tell you why they came.
On one site, people prefer asking the assistant for course dates rather than browsing course pages. Turned out most people already knew what course they wanted to take, they just needed the details.
Our favourite example: nobody clicks a product you don't sell.
At a web store we work with, several customers asked about a specific perfumery category. The store didn't sell perfumes. Guess what, they do now.
If you already have an assistant talking to your customers, go and read what people asked it this week. If you don't, you're in the right place. Hello.