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Where generative AI fits into your retail customer experience

From Total Retail

Right now, generative artificial intelligence (AI) tools, like ChatGPT, are all the buzz — making many retailers wonder: How can this technology be used to improve the customer experience?

The use cases for AI in the CX retail experience are many. AI is especially good serving customers online by responding to simple questions quickly and clearly, or personalizing experiences at scale by learning customer preferences through interactions and providing relevant products at the right time. AI is also good at augmenting retail contact center agents by giving them the tools and data they need to be more efficient and effective.

On the other hand, AI isn't good at providing the human touch that customers need. That means retailers need to strike a balance between automated interactions and human interactions. They need customer-worthy AI.