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How to to Enhance Customer Service by using Artificial Intelligence

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.

Executive Summary

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.

Report Overview

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.

What You’ll Learn In This Report

  • How companies can leverage AI, machine learning and data analysis to scale 1:1 support 24 hours a day and deliver new levels of personalization.
  • When combined with the capabilities of human associates, how these customer service solutions can power greater efficiencies and enhance overall CX.
  • Throughout the end-to-end shopper journey, how the role of AI has graduated from the basic chatbot to now personify a top sales, marketing and support agent.
  • How advancements in empathetic AI, conversational commerce and natural language processing have all allowed for more humanistic AI experiences.
  • How businesses are taking a more considered approach while training AI models and algorithms, centering inclusivity, and prioritizing a wider view of needs to deliver an overall improved experience for all of their customers.

What’s In This Report?

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:

  • 6 customer service strategies
  • 19 best-in-class examples of how brands and retailers are using AI to augment their customer service offerings
  • Consumer insights into changing behaviors and expectations of the consumer mindset around customer service
  • Case studies from Levi’s, American Express, Macy’s, Clinique and more

Who Prepared This Report?

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.