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This shopper education & assistance guide is an AI customer service report that explains how brands and retailers can use artificial intelligence to deliver greater value to their customers, develop stronger relationships and ultimately drive loyalty.
Looking across the retail landscape, the concept of “anywhere commerce” has arisen from a set of consumer expectations that prioritize convenience, ease, seamless connectivity and relevance wherever they choose to shop. This is especially important given the expanding range of customer touchpoints that now encompass physical storefronts, company websites, mobile apps, social media and gaming platforms. To meet shoppers with the elevated level of service and experience they now expect, companies are prioritizing AI, machine learning and data.
In this report, PSFK researchers have identified size AI customer services strategies that unpack the AI opportunity across customer service processes. Supported by best-in-class examples from the marketplace, learn how leading brands and retailers are delivering greater value to their customers, providing shopper education & assistance, developing stronger relationships and ultimately driving loyalty.
In this guide, PSFK researchers have identified six AI customer service strategies that unpack the AI opportunity across customer service processes. Supported by best-in-class examples from the marketplace, learn how leading brands and retailers are delivering greater value to their customers, developing stronger relationships and ultimately driving loyalty.
This AI customer service report report includes:
This AI customer service report was developed by the same PSFK research department that since 2004 has provided trends-led innovation consulting advice to Apple, BMW, Facebook/Meta, Google, Microsoft, Samsung and Volkswagen.
Regardless of where and how consumers choose to shop, they expect to be met with service that is personalized based on their past interactions and current needs. To be able to deliver on that expectation, retailers are equipping their associates and service reps with AI-powered dashboards that serve up relevant information like shopper purchase history and preferences, alongside contextual data like current promotions and product details and availability in a single view. By empowering associates...Humanistic AI
While AI-enabled chat offers the benefit of speed and always-on availability, the technology hasn’t always been successful in replicating human characteristics like empathy and inferring meaning from context. At best this can make for stilted interactions and at worst lead to frustration on the part of the customer. In an effort to deliver more valuable, life-like customer experiences, businesses are integrating next-gen AI that are capable of carrying on more natural conversations and even detect...Inclusive Service Models
While AI has proven to be a powerful business tool given its ability to quickly extract insights from data and provide tailored recommendations and advice in a broad range of customer-facing applications, this technology isn’t without its challenges. To create a welcoming and inclusive experience for every shopper, companies are working to remove inherent bias from algorithms and train machine learning platforms on a representative range of information sources. By taking a human-first approach while...Intelligent Clienteling
When navigating a full product catalog, customers can feel overwhelmed or unsure of how to choose (or customize) products to fit their needs. Retailers are offering AI-enabled decision support that asks customers questions about their preferences and requirements and/or leverages shopper data to help narrow down choices and suggest the best options. Guided selection systems support customers in finding the best product for their needs, boosting shopper confidence.
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