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Bot Consumers: Selling on Data Rather than Emotion
AI and Robotic Processing are making it ever more possible for humans to delegate their chores to personal bots.
Over the next years, personal assistants/bots and Internet of Things devices. Gartner estimates that this year about 5 percent of digital commerce transactions will have originated from a smart machine, like Amazon’s Alexa.
The current generation of intelligent bots use fixed rules to make decisions. Bots in this phase are called Phase I Bound by Gartner. But bots are expected to evolve and advance in sophistication. Bots will become more adaptable and be allowed to make decisions to select the best product to purchase based on criteria. This is Phase II Adaptable. Ultimately, bots will be able to predict and respond to customer needs, using rules, context and preference. This final stage is called Phase III Autonomous.
Bots are expected to be able to not only save time but make better decisions. Human decisions are not always rational and come with subconscious biases, and because of that, algorithms typically outperform humans on those tasks.
What does it mean for sales in the future? The sales process will increasingly focus more heavily on data rather than attempting to engage humans at an emotional level.
