ChatBots

Retail CX in 2024: The Era of Effortless Conversational Experiences
January 18, 2024 at 1:58 pm

One of the big lessons retailers learned in 2023 is that consumers want to do it themselves. Some call it customer empowerment. Some call it the self-service economy. Essentially, it involves consumers making decisions about products and services without talking to a human. As generative artificial intelligence (AI) emerged as the breakout tech tool of…

AI-Powered Retail: Elevating Customer Support Amidst Holiday Rush
December 20, 2023 at 12:03 pm

At this point, doing one's holiday shopping at the mall feels almost like a nostalgic throwback — not far removed from listening to music on vinyl or taking pictures with a disposable camera. The records for online holiday shopping are broken on what seems like a yearly basis, with last year's $9.12 billion representing the…

How Retailers Can Handle Increased Customer Service Demand During Holidays
December 18, 2023 at 11:49 am

'Tis the season to start shopping. For retailers, this means delivering stellar customer service at every step of the customer journey. Salesforce data shows that 94 percent of consumers say good service makes them more likely to buy again while 80 percent will abandon a brand after three bad experiences. But rather than wait for the “three strikes…

How Retailers Can Stay on Consumers’ 'Nice Lists' This Holiday Season
November 29, 2023 at 12:07 pm

Online purchasing continues to be consumers’ preferred channel for their holiday shopping due to convenience and efficiency. In fact, this year, 60 percent of consumers plan to use retailer websites or apps to get inspiration and ideas for their holiday shopping, highlighting the importance of a solid omnichannel experience for brands to reach customers exactly…

Santa’s Naughty and Nice Checklist for Chatbot Elves
October 30, 2023 at 9:58 am

Generative artificial intelligence is making waves across the retail industry, from consumers using the technology to inspire purchasing decisions to retail brands employing chatbots to improve customer service and experience. While chatbots have been around for quite some time, with the advent of generative AI, there’s been a huge revolution over the last 18 months…

How the Conversational Systems Market Will Impact Retail
September 5, 2023 at 8:51 pm

According to a recent study by Research Nester, the global conversational systems market size is expected to surpass $333 billion by the end of 2035, a compound annual growth rate (CAGR) of over 27 percent during the forecast period. The global conversational systems market is segmented by type into voice assisted, text assisted and others.…

How Will Generative AI Disrupt Retail Marketing?
August 28, 2023 at 1:16 pm

As generative artificial intelligence tools like ChatGPT rapidly evolve, companies across the spectrum are adapting as they try to capitalize on the technology’s potential. This potential ranges from disruptions to marketing efforts, search and consumer behavior to the impacts on workforces, workflows and more. Brand marketers for retailers have been especially focused on following the…

How Retailers Can Avoid Generative AI Failures in Customer Service
June 22, 2023 at 9:08 am

Generative artificial intelligence (AI) has become the technology to watch, and major retailers are starting to leverage this breakthrough new tech. Insider Intelligence reports that Walmart is using generative AI for its “Text to Shop,” which lets customers add items to their shopping cart by texting or speaking the item they’d like to purchase. Instacart is…

Despite Advances in AI, Retail CX Still Needs a Human Touch
June 15, 2023 at 11:46 am

While artificial intelligence has made significant advancements this past year with new apps such as ChatGPT and Jasper, the reality is that human interactions still cannot be directly replicated through technology. An overreliance on chatbots to replace humans is a potential pitfall for many retailers. Sure, the addition of AI and virtual agents is extremely helpful in…

Will Hallucinating Bots Ruin Our Automated CX Future?
June 14, 2023 at 1:45 pm

At this very moment we're at an inflection point in the customer service industry. ChatGPT and its Google, Meta, and Amazon.com-backed competitors are the technical breakthrough we’ve been waiting for. At long last, we have the potential to break free of our contact center and BPO legacy and drive true cost efficiency through automation. In…