"Just shop online."

Corona gives E Commerce a huge boost. More orders are being placed online than ever before. No matter what customers need, whether food, clothing, shoes, electronics or toilet paper, it is available online and ordered with just one click. It takes less than five minutes and they don't even have to leave their sofa for it.
But how often do you search for something specific and find nothing, because you have no desire to fight your way through the hundreds of pages, look at each individual article and in the end, frustrated to stop the order process.
At times like these, you want a specialist at your side who can advise you individually, tell you what suits someone, guide you through the quantity of products and in the end bring you exactly the product you've been looking for all along.
But then the whole process would be neither easy nor fast or convenient.
For companies that want to improve their user experience, chatbots are a great way for product consultants to address these issues.


What are chatbots and how do they work?

Nowadays we communicate more and more via messenger and the chatbot takes advantage of this. Its interface is built like a chat. The user is very familiar with it and therefore has hardly any problems or hurdles to use the bot.

A chatbot is a text-based dialog system. There is an input field where I can communicate with the chatbot. He acts like a digital contact person. You type something in, he searches his database for keywords, pre-programmed questions, sentences or inquiries and answers in the best case with the pre-programmed answer.

For simple queries, it does not have to be based on artificial intelligence. It's enough if it's rule-based. This means that certain rules have been defined and programmed in advance. However, if there are deviations in the input, the bot reaches its limits and an error message appears.

Through analysis and corrections, however, he can learn more and more, understand new questions and expressions, link words and meanings and deal better with what is written. This "learning process" is called deep learning.

The more the bot learns, the more natural its expression becomes and the user gets more and more the feeling to communicate with a person. That is why it is important to train and develop him continuously. However, if the user no longer knows what to do, he or she is forwarded directly to an employee (Human Handover), who can then advise him further.

New chance in the online shop?

You have a very special product in mind and it can't be that hard to find exactly that. Think so. The large selection is on the one hand a blessing, on the other hand one loses the overview quickly. But on the right side of the screen the digital rescuer appears with a nice "Hello. How can I help you?".

Especially if you don't want to leave the customer alone and want to guarantee optimal advice, then you should consider using a chatbot as your product advisor.

He advises customers individually and, like a filter, can select the perfect product from the range by simple queries or key words. He can respond to the special wishes of the customers through target group analysis and immediately present the most optimal result, without the user having to look through all hundred pages.


So you are looking for white sneakers, but they should not cost more than 70€.

Emma, the chatbot from Zalando could help you with that. Together with the start-up from Berlin "ChatShopper" they brought digital style consulting to life. She understands your search query and shows you within a few seconds several parts that match your criteria. She already understands a lot, but if you have any questions about shipping, you will promptly receive an error message.

Zalando Chatbot

In addition to product consulting, it makes sense to also use the Bot in other areas of the shop:

Customer Service

Questions or problems about ordering, shipping or returns are often repeated. The chatbot can act here as a contact person. Often the customer needs the answer quickly and does not want to stay long with it. The bot, on the other hand, is available 24/7 and delivers the information quickly and reliably, without long waiting times.


The bot can be used not only for customer service, but also for other frequently asked questions. The bot is much closer to the customer than just a list of the different questions.

For Newsletter

The bot takes over the registration in the newsletter so that the customer does not miss anything. So that he can be addressed individually, he can choose from various categories that interest him. It processes the information and takes over the dispatch.

Bottom Line

If you summarize this again, you can list five basic advantages that speak for a chatbot in product consulting:

1. popularity of chatbots

2. frequent and easy use

3. permanent availability and quick answers

4. clear overview, fast and individual advice

5. relief of the employees by automation of inquiries plus cost reduction

A chatbot will largely support and relieve the shop. But don't forget that he can't replace a person and his empathy 100%.

You can find out more about customer service in online shopping in our white paper "Conversational Commerce - The next step in e-commerce":