ChatBots

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…

The Emergence of AI in the Customer Service Industry
June 1, 2023 at 5:20 pm

Whether online shopping or trying to get answers about an insurance billing question, customers have likely gotten assistance from a new source: artificial intelligence (AI). One study showed that 88 percent of customers had an interaction with a chatbot in 2022, with an estimated 1.5 billion people using chatbots around the world. With the global…

ChatGPT is Now Guiding Consumer Decisions; What Does it Mean for Brands?
May 29, 2023 at 7:05 pm

Among the hallmarks of direct-to-consumer (DTC) e-commerce is the ability to learn, directly from the consumer, what helped guide their purchase decision. Over the years, such insights have given DTC brands the jump on many up-and-coming marketing channels, including podcasts, Snapchat, TikTok … and at this moment, ChatGPT. Within the past few months, consumer responses…

The Potential of ChatGPT Integration in the World of Logistics
May 22, 2023 at 9:41 am

In November 2022, OpenAI launched ChatGPT, and the hype has been growing ever since. Some people ask ChatGPT to carry on philosophical conversations, compose love poems, and spit out edgy rap lyrics. Those in the logistics sector are finding other ways to put ChatGPT’s talents to use. We're harnessing the platform to improve our customer…

Will ChatGPT Transform Retail CX? Making the Case for AI in Customer Support
May 4, 2023 at 11:59 am

Since its launch in November, Open AI’s ChatGPT has left no industry untouched and retail is no exception. Grocery delivery giant Instacart recently partnered with Open AI to launch a new artificial intelligence (AI) chatbot feature called “Ask Instacart.” Shopify has integrated ChatGPT into its Shop app. Many retailers are quickly realizing they need to…

Chatbots Must Learn to Talk Back
May 2, 2023 at 3:24 pm

Advanced search functions are now indispensable in helping shoppers find and choose what they want from the many millions of products now available to them online or in-app 24/7. There are now more than 268 million digital buyers in the U.S. — all expecting highly personalized experiences and super-fast, hyper-relevant product discovery. To do this…

How ChatGPT Can Take E-Grocery Personal Shopping Assistants to the Next Level
May 1, 2023 at 11:15 am

Ever visited a grocery store, activated your mobile app, and received personalized item suggestions with prices and additional insights? Shoppers at supermarket chain Kroger have. Store sensors and artificial intelligence (AI) technology are enabling customized mid-purchase product recommendations to be expected by consumers. The question on small and mid-to-large store owners' minds now is how…

Consumers Voice How They Really Feel About the Use of AI and ML in Retail Experiences
March 9, 2023 at 10:06 am

It’s rare that a new technology draws as much fevered interest as ChatGPT, but then again an OpenAI chatbot that speaks and writes full paragraphs, writes college essays, and de-bugs and explains code fixes doesn’t come along every day. Most conversational chatbots today aren’t as advanced as ChatGBT, even with its many limitations. Even so,…

Chatbot Lessons for Retailers: Maintaining Excellent CX Year-Round
March 2, 2023 at 12:37 pm

It happens every year. In November and December, consumers who are overjoyed with the holidays spend more than they had planned. In fact, on Black Friday 2022, consumers spent a record $9.12 billion online. This excitement continues into January, as gift cards get spent and returns are made. Then, reality strikes as the post-holiday spending slump…