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AI and ChatGPT woven into solution to manage customer interactions and reviews

AI Chat is rapidly becoming one of the fastest and most convenient ways for customers to engage with brands to buy what they need or want. In fact, 75% of consumers say they prefer to engage with brands via chat, instead of traditional channels.

However, 72% of businesses are not actively managing chat on their local Google Business Profile, leaving money on the table and customers looking for alternatives.

To address this demand, digital marketing platform Uberall, has turned to Artificial Intelligence (AI) and, you guessed it, ChatGPT to help location-based businesses deliver and manage the information, reviews and stock data that customer now demand.

“As a multi-location business, responding to customers’ inquiries across hundreds or even thousands of business profiles and social channels throughout the web is a daunting task. More often than not, it’s just too much to keep up with and sales are lost, but it’s a perfect problem for next gen AI like ChatGPT to solve,” explains Ana Martinez, Uberall CTO. “Uberall’s unique AI Chat solution is like having a digital team that delivers the right information at the right time to high-intent buyers throughout the buyer journey.”  

As a result, Uberall is helping brands put AI and ChatGPT to work uncovering revenue opportunities from online customer interactions on Google chat or Q&A, Instagram or Facebook Messenger, a corporate site or local webpage. 

The solution helps in a number of key ways. For starters, Uberall’s AI model can be trained to initiate conversations with customers and provide personal recommendations. For example, a consumer can inquire about local product availability “Do you have Nike women’s shoes in size nine available at the New York Broadway location?” and the Uberall Digital Revenue Assistant will know how to respond with smart prompts that take the consumer down a purchase path based on what’s in-stock locally. 

The innovation, currently being piloted, is made possible by connecting Uberall’s groundbreaking Local Inventory solution with ChatGPT, allowing retailers to dynamically promote locally in-stock products online.

Secondly, Uberall’s AI model can also be programmed to promote local offers and discounts when available. Exclusive offers can be used to incentivize a customer to make a purchase. They can also be used in response to AI generated review replies to drive repeat purchases from a loyal customer or to encourage an unhappy customer to give the business another try. 

Uberall’s AI model will also help customers from Google, Messenger and other channels make a reservation or booking. This innovation, currently being piloted, is made possible by connecting with booking and reservation solutions via the Uberall interface.  By providing real-time availability and booking assistance, businesses can increase the likelihood of capturing revenue through popular consumer channels. 

“Uberall’s AI Messenger has been a game changer for us. It enabled us to implement conversational commerce with ease and confidence, while ensuring we reply to all customer inquiries. We’ve been able to automate a large number of responses, particularly appointment requests, which represent 70% of the messages we receive,” says Letizia Julie, Digital Marketing Project Manager at DEKRA.

With the integration of ChatGPT, review management can also becomes less effortful. Uberall already makes it easy for businesses to respond to location reviews at scale, but by integrating ChatGPT later this year, brands can employ human-like responses to customer reviews. Uberall is training its review response AI models to intelligently interpret the customers’ feedback and recommend an appropriate, on-brand reply. Uniquely, Uberall will organically weave in products and/or services recommendations, and any local offers that make sense. The brand will have complete control to check the response and edit as needed before publishing.  

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