Conversational AI: Impact on Retail Customer Experiences

  1. Personalized customer experiences: Modern-age customers and their expectations from businesses are vastly different from what they were still just a decade or so ago. They want custom experiences nearly as much as they want convenience. The lack of such quality in the customers’ experiences can make sales a challenge, but not when you have conversational AI in your arsenal. Together with machine learning, natural language processing, etc. AI tools can help analyze the company’s data and use it to better understand customers and then leverage those insights to improve experiences via personalization.
  2. Reduce costs: One more intriguing use companies have found for conversational AI has to do with costs — cost reduction, to be precise. You see, AI-based chatbots can be deployed to provide customer support in a sizable number of circumstances. Sure, not every customer service case can be entirely handled by chatbots, but the fact remains that chatbots can handle a significant part of the process, including answering queries. When chatbots are designed to handle such tasks at scale, companies end up saving a lot of money they would otherwise spend on hiring human agents.
  3. Top-notch customer support: At this point, AI-driven chatbots are no longer a novelty; i.e. more and more companies are deploying chatbots across not just a website or a social media platform but across the wide spectrum of channels to foster a high-quality, omnichannel experience for their customers. What that means no matter the time of day at which customers need customer support, there will always be someone there to engage with them. In case the intervention of a human customer service agent is deemed necessary, chatbots can initiate a seamless process to hand over the case to an available agent.

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A professional and security-oriented programmer having more than 6 years of experience in designing, implementing, testing and supporting mobile apps developed.

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Ryan Williamson

Ryan Williamson

A professional and security-oriented programmer having more than 6 years of experience in designing, implementing, testing and supporting mobile apps developed.

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