E-Commerce, Chat Conversion Funnel, Hot Lead, AOV, Cart Load, Agent


Every retail web site is actively seeking out new innovations and approaches that create competitive advantage and increase the profitability. In general, retailers constantly monitor the behaviour of the real shoppers on the website and any changes in the market requirements. This paper presents a chat invitation web funnel structure, profiling web visitors and selection of hot leads for retail business processes through scoring method using geographic region, product page and other factors. Choosing the right hot prospects through rule base real time chat invitation method based on product type, time on page, cart load, search behavior, cookie information etc. and providing chat to those hot prospects is a special merit to this work. Active rules selection process is done using rule effectiveness indicator and chat load contribution which ensures sales revenue, chat volume and profit margin. An indirect increase in customer delight for interacting with representatives is also expected.

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