ChatBots

Virtual is the New Reality: Empathic Digital CX is a Lifeline for At-Risk Retailers
May 20, 2020 at 4:49 pm

As with telemedicine for healthcare and online learning for education, digital customer experience (CX) for retail is now a mission-critical path for operational continuity amid the global pandemic. Companies dependent on physical locations that didn't successfully transform their business model for digital are particularly vulnerable to worsening economic forecasts. Among other shortcomings that amassed nearly $1.7 billion…

3 Ways AI Will Shape the Future of Retail
May 19, 2020 at 11:49 am

Retail has had to evolve quickly to keep up with the rise of e-commerce. It hasn’t been the smoothest transition. Foot traffic in malls has halted, department stores have closed up shop, and many smaller stores, once anchored by larger establishments, have been left without a safety net. How can retailers succeed in this environment?…

What Do Retail Customers Prefer: Assistance From Humans or Machines?
February 4, 2020 at 12:35 pm

Chatbots and other artificial intelligence-assisted customer service tools continue to grow exponentially as retailers look to improve efficiencies. The benefits of chatbots and electronic systems for businesses are relatively straightforward: less time spent monitoring communication channels, less expensive customer service solutions, and even the ability to grow by converting potential customers. Some analysts believe chatbots…

Voice and Chat Assistants: 4 Ways to Benefit From Bots in 2020
January 2, 2020 at 11:45 am

Customers love voice and chat assistants, the conversational interfaces that turn on the lights, help home chefs cook an egg to perfection, and make it easy for consumers to research and buy goods online. However, while customers are already building strong relationships with these conversational assistants, retailers are still learning how to best use conversational…

Messaging Channels: The Untapped Potential for Retailers
December 13, 2019 at 10:46 am

Over the past few years we've witnessed customer experience undergo a complete digital transformation. The modern consumer is more demanding than ever, and technological advancements are coming thick and fast. Creating a coherent strategy can seem overwhelming, particularly when you consider that 83 percent of consumers have higher digital care expectations today than they did just…

For Standout Holiday Customer Experience, Start a Conversation
October 4, 2019 at 11:52 am

To stand out during the high-stakes holiday season, merchants should start a conversation with shoppers — literally. Conversational commerce that combines human and machine intelligence is crucial to delivering the interactive customer experience shoppers crave. The conversational commerce revolution is underway. Fueled by the swift adoption of voice-activated “smart speakers,” which Microsoft predicts 75 percent of…

How Artificial Intelligence is Helping Brands Reimagine Retail
September 6, 2019 at 10:48 am

Analysts predict that spending on artificial intelligence (AI) in the retail sector will reach $7.3 billion by 2022, a majority of which will be poured into customer-facing conversational solutions like voice assistants and chatbots. That’s not surprising, given how the power of conversation is poised to fundamentally transform customer experiences across industries. The use of…

Brick-and-Mortar Retail Can’t Risk Missing Out on Virtual Shopping Assistants
August 19, 2019 at 11:33 am

Brick-and-mortar retail is getting dissed by millennials, who increasingly prefer to shop online. With millennials representing an estimated $1.4 trillion in purchasing power, brick-and-mortar retailers can’t afford to ignore their needs as e-commerce and subscription services eat into market share. In the words of Vanilla Ice, retailers need to “stop, collaborate and listen,” brick-and-mortar retail…

Conversational Commerce: Closing the Loop on Creating the In-Store Experience Online
August 8, 2019 at 12:05 pm

Conversational commerce is the latest trend taking the retail industry by storm. By leveraging human brand specialists, artificial intelligence (AI) chatbots and augmented reality (AR), conversational commerce delivers a more simplified and personalized shopping experience for consumers on participating retailers’ online stores and social media platforms. This model provides consumers with a seamless, on-demand shopping interface…

Solving Choice Paralysis Through Conversational Marketing
June 25, 2019 at 11:53 am

Regardless of industry, consumers today are faced with a tremendous number choices when shopping — more commonly becoming known as choice overload. Choice overload is what happens when we're faced with more possibilities than we can clearly or easily comprehend, clouding purchase judgement and often leading to overall frustration. When consumers find they're running into too…