Use of chatbots in the trade of building materials
Authors:   Kyiv National University of Construction and Architecture, Romanenko Olesia , Alaverdian Liudmyla ,   Kyiv National University of Construction and Architecture, Basova Ganna ,   Kyiv National University of Construction and Architecture
Published: January 2023

The aim of the article is analysing the effectiveness of the use of chatbots in comparison with other e-commerce tools, in particular with websites; determining the functions and capabilities of the chatbot when used in the construction materials trade; indicating the advantages of using chatbots for sellers and for consumers; creation of a basic scheme of chatbot operation in the trade of building materials. Analyses results. Modern types of Internet communications are capable of acting as a virtual interlocutor, repeating and reproducing a written set of human signs, providing a programmed answer to the questions asked. Chatbots use conversational intelligence as a new user interface for e-commerce applications and, accordingly, have significant advantages over other sales channels, increasing sales, improving end-customer service and significantly reducing costs. According to Juniper Research, the total number of chatbot messaging applications available worldwide will grow from 3.5 billion in 2022 to 9.5 billion by 2026. A Ukrainian team of experienced specialists in the construction industry and IT developers developed a chatbot called BMBOT, which is aimed at the digital transformation of the construction industry using artificial intelligence, starting from communication with customers and ending with the collection and analysis of sales data. The article describes the features and capabilities of the chatbot, as well as the advantages of using it for customers and businesses. The authors showed a schematic diagram of a chatbot for a company - a supplier of construction goods, using the example of the selection and calculation of construction materials for the installation of a laminate floor. A chatbot can be developed for all types of system products. This project will be of interest to suppliers, as they will be able to convey to the client important differentials of their products, such as environmental friendliness, European standards, cost efficiency, ease of use, and others. Through the chatbot, you can form a complex customer order with the possibility of delivery, which will save the buyer's time and finances. For the seller, the use of a chatbot will facilitate communication between the client and the supplier, solve the problem of shipment and delivery of goods, and reduce the time and money spent on processing the client. The costs associated with the implementation and use of a chatbot include the initial investment in the creation of the platform and the ongoing costs of maintaining the messaging service. But these costs will be covered by the benefit received in the process of using the chatbot. Conclusions and directions for further research. The advantages of using a chatbot by trading companies: optimization of sales processes, increased decision-making efficiency, assessment and analysis of the target audience, which will lead to cost savings, increased customers, increased conversion, turnover and margins. For further research into the prospects of using chatbots in business, it is necessary to more actively introduce this digital tool into e-commerce of various fields of activity, collect information about the advantages and disadvantages of using chatbots, and improve the theoretical and methodological base of digital marketing and e-commerce.