Web 3.0 and Autonomous Shopping and Service Assistants
Web 3.0 and Autonomous Shopping and Service Assistants

For many, the term Web 3.0 is synonymous with decentralized, distributed ledger-based (blockchain) technologies.  But in reality, the consumer promise for Web 3.0 is the transformation of shopping and service experiences from browse-and-search to automated and personalized.

Web 3.0 is a much broader concept that includes a suite of other technologies that are also rapidly changing our society, especially those that are extending the web beyond humans.  What is Web 3.0, after all?  Charles Shen, PhD, EMBA, July 2, 2021

Why Should You Care?

There’s no shortage of customer lifecycle use cases with compelling ROIs…[and] today’s consumer needs demand a change in the status quo.  With Web 3.0 and Autonomous Shopping and Service Assistants, you cost-effectively interact with consumers throughout their relationship – driving conversions rates, average order value, and brand loyalty.  For brands and retailers, this means creating a fully customized, digital twin of their best and brightest sales and support agents – and without all the HR hassles.

Avatar Examples from Secondlife.com
Avatar Examples from Secondlife.com

The pandemic has highlighted the fragility of relying solely on human resources, especially critical, repetitive customer-facing tasks.  Long service and hold times with varying quality levels plague traditional customer service approaches, driving up costs. At the same time, ongoing personnel issues make matters worse.

Increasingly these twins are being called digital or synthetic humans. But these 3D assistants can take on other forms, including cartoon animals or fantasy characters, especially for younger audiences, in-game non-player characters, and the metaverse, in general.

Digital humans overlay a comforting “human” face on top of an automated frontend, making customers more likely to engage. XR Today, What Are Digital Humans? Conversational “Bots” Like You’ve Never Seen Before, XR Today Team, December 23, 2021

Web 3.0 conversational assistants enable “hyper-personalized” experiences based on the context of the consumer. Exchanges occur with their voice, utilizing the latest AI and natural language processing (NLP), just like speaking with a human.

Web 3.0 will also replace the idea of old static websites with hyper-personalized experiences that change their messaging and their media formats for each visitor… web 3.0 will accelerate the honest and transparent use of user data, from personalized search results to cross-platform development tools and the use of 3D graphics. The web will become more immersive and interactive. What Is Web 3.0? The Future of the Internet, Single Grain, Joydeep Bhattacharya

Web 3.0 and Conversational Commerce

Like Web 3.0, conversational commerce has many aspects. One big upside is that conversational shopping and service assistants are great at capturing zero-party data. Today, live streaming commerce is all the rage in China and is slowly making inroads in the rest of the world. But this is only one form of shoppertainment. For example, conversational assistants today enable interactive, personalized multimedia experiences based on consumer behavior and actions. Unlike live streaming, conversational assistants can interact with consumers even when no one is available, freeing up “human” resources for more complex, higher-value activities.

From the labor shortage to the lack of 24-hour availability, depending solely on live broadcasts also has its challenges. So, the Vocinity video engagement platform uniquely combined live (human) agents, video bots, and live and recorded broadcasts to maximize shopper experiences.

It’s Time For Autonomous Assistants

Web 3.0 is here today. With the metaverse still in its infancy, shopping and service assistants can add immediate value to existing customer touchpoints. Given current labor issues and consumer demands, contact Vocinity to give your consumers their own personal assistant.

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