This PSFK guide is a report on creating an AI-driven customer experience. It provides unique shopper education and assistance strategies for brands and retailers to use as they optimize and personalize the shopper journey.
The role of AI continues to evolve into a more public space, providing consumer-facing value. The ability for retailers to deliver the optimized digital shopping experience that consumers have now come to expect will depend on their application of intelligence-supported shopping journeys, both in-person and digitally. Within this report, we’ll explore how companies can learn in-the-moment preferences to enhance customer convenience, surface their information and relevant details for sales agents in real time, and enhance personalized recommendations through discovery feeds, voice, chat and text-based on-demand support.
As AI has grown in both use cases and public understanding, the need for ethical AI applications has also grown. Within this report, PSFK researchers have identified five strategies for retailers and brands to consider as they consider the use of AI in their own services, platforms and tools to provide an optimized and personalization customer journey.
Within this AI customer experience report, PSFK iQ researchers present the ways top retailers and brands deliver more personalized, optimized experiences using technology that make their customers feel seen and heard as unique individuals.
This AI customer experience report provides:
This 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
Brands and retailers are providing AI chatbots that free up both the sales team and the customer’s time to focus on more important tasks. As AI gets more conversational and learns to recognize emotions, facial expressions and linguistic slang, it often replaces the need for a brand’s salesperson to communicate with their clients on simpler subjects such as frequently asked questions around order status and returns, or canceling and rebooking reservations. As a result, customer...Ethical AI
The more that artificial intelligence enters the limelight, the more it is subject to public scrutiny. The desire to build a code of ethics and emotionally accommodate customers has expanded beyond the tech bubble to the executive board because now, brands and companies have a more acute understanding of their responsibility to ensure the technology is used ethically.Streamlined Self-Service
The use of artificial intelligence is augmenting our in-person experiences. From facilitating faster fitting times in retail to setting up food markets that are designed without any physical touchpoints, the technology is serving dual purposes in person - streamlining service and increasing our sense of safety. AI is enabling faster, seamless transaction times for moments that enable quicker consumption for consumers.
The popular shoe and footwear brand is taking in-store personalization to the next level with an AI-driven “ultimate fit experience” for its customers.LivePerson’s AI Bots Create Impactful Connections
The long standing conversational AI company develops personalized smart-commerce solutions that free up human service staff and deliver real business outcomes by proactively taking consumer intent into account.Spotify Creates Personalized Listening Experience
The globally popular audio and media streaming service is expanding its personalization features with the help of artificial intelligence, delivering users the most optimal experience possible.