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. Together these technologies enable companies to scale 1:1 support 24 hours a day and deliver new levels of personalization. When combined with the capabilities of human associates, these solutions can power greater efficiencies and enhance overall CX. 

Throughout the end-to-end shopper journey, the role of AI has graduated from the basic chatbot to now personify a top sales, marketing and support agent. Advancements in empathetic AI, conversational commerce and natural language processing have all allowed for more humanistic AI experiences. Further, 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. 

In this report, PSFK researchers have identified six 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.  #ai-2 #customer-service #macys