Answering product questions on your online store with a voice assistant

On online stores, visitors often know what they need rather than what the product is called. A voice assistant listens to what the visitor needs, finds a suitable product based on the information on your site, takes them to its page and shows the product on screen. It also passes special requests, such as bulk orders, on to you as a note.

The difference between a search box and a conversation

A search box expects keywords. A visitor who says "I'm looking for a plate that can go in the oven" may not find a product described as "ovenproof" using the search box. The assistant understands the sentence, names the product and, if the visitor wants, takes them to the product page. The conversation carries on from there on that page.

It shows what it's talking about

When the assistant describes a product, it scrolls the page to that product and highlights it with a frame. If the visitor stays quiet, it walks them through the page section by section. For a visitor already on a product page, it starts by describing that product.

Special requests don't get lost

Picture a visitor who is opening a café and asks about bulk pricing. The assistant asks whether they'd like your team to get back to them; if they agree, it writes down their name, phone number and request and sends them to you. If they say no, it doesn't push.

Prepare your product pages so the assistant can answer well

• Put size, material, usage and care information on the product page.
• Gather shipping, returns and delivery time information on an easy-to-find page.
• For information that changes often, like price and stock, it's best for the assistant to take the visitor to the product page, where they'll see the current details.

The assistant doesn't make up prices, timings or figures; if it's asked about something that isn't on your site, it says your team will follow up.

Frequently asked questions

Where does the assistant get product information?

From your site. You don't have to enter your products one by one; when you update your site, the assistant talks with the updated information too.

Does it send visitors to the cart or checkout?

The assistant takes visitors to the relevant product page; they complete the purchase on your site themselves.

Will it know my whole store?

The assistant learns from the pages on your site. The more complete a product's information is on your site, the better the assistant's answer will be.