ChatBots

Here are three reasons retailers should incorporate chat apps into their customer service strategy this holiday season.

In the past few months, we’ve heard the bell toll for several large retailers that are shuttering storefronts due to competitive pressures and less-than-favorable financial performances. The combination of these forces makes it critical for retailers to focus on building customer relationships — changing the one-time transactional buyer into a long-term brand advocate. While companies…

According to the Voxpro CX Index: At the Corner of Technology and Human Experience, though, consumers still want human-to-human interaction. This means businesses need to deploy a balanced approach for CX. Voxpro, powered by TELUS International, surveyed 1,000 U.S. consumers to determine how they feel about interacting with AI and automation, such as chatbots, and how well they trust businesses with their personal data.

It can be hard being a small business today. How does one compete with industry powerhouses that offer millions of SKUs and free two-day shipping? Amazon Prime Now, for example, has over 940,000 products available across 32 U.S. cities, and Target has 39 distribution centers in the U.S. alone. The human and capital resources needed…

More than ever before, artificial intelligence (AI) is being used as a way for people to communicate with brands. Retail companies in particular are turning to AI-powered chatbots as a critical part of their tech stack to deliver mass precision reach and a superior customer experience. In fact, retail is expected to overtake banking to…

By implementing a self-service artificial intelligence (AI) chatbot solution, TechStyle Fashion Group (parent company of JustFab, Fabletics, ShoeDazzle) saved more than $1 million and was able to reduce the overall number of calls to its contact centers for transactional and traditionally self-service issues. In addition, the chatbot’s proactive, context-inclusive handoff of more complex chat sessions to live agents…

1966. That's the year the first “chatterbox” appeared. Fifty-two years later, chatbots are on the verge of completely changing the customer/retail shopping experience. Like site search in the 2000s, many of these emerging customer touchpoints are being automated using a combination of simple keywords and rules-based logic. On one hand, these messaging bots can streamline…

You can’t ignore the growing prominence of artificial intelligence (AI) in today’s retail landscape. According to IDC, 40 percent of retailers will have developed a customer experience architecture supported by an AI layer by 2019. Will your business be one of them? Retailers that fail to incorporate an AI-backed solution into their business strategies will…

The way customers interact with organizations is changing. When consumers use certain social channels and platforms in their everyday lives, they expect companies to interact with them on their terms and on their channels. Historically, while many consumers used to, and still do, use the phone to reach a company if they have a problem,…

Consumers are eager to embrace connected devices and automation; however, they remain wary of the Internet of Things (IoT), security breaches and their long-term effects. People want the ease and accessibility that automation can provide but want assurance that there are protocols and security measures in place before they fully adopt these practices. Optimistic for…