ChatBots

'Tis the season to start shopping. For retailers, this means delivering stellar customer service at every step of the customer journey. Salesforce data shows that 94 percent of consumers say good service makes them more likely to buy again while 80 percent will abandon a brand after three bad experiences. But rather than wait for the “three strikes…

Online purchasing continues to be consumers’ preferred channel for their holiday shopping due to convenience and efficiency. In fact, this year, 60 percent of consumers plan to use retailer websites or apps to get inspiration and ideas for their holiday shopping, highlighting the importance of a solid omnichannel experience for brands to reach customers exactly…

Generative artificial intelligence is making waves across the retail industry, from consumers using the technology to inspire purchasing decisions to retail brands employing chatbots to improve customer service and experience. While chatbots have been around for quite some time, with the advent of generative AI, there’s been a huge revolution over the last 18 months…

According to a recent study by Research Nester, the global conversational systems market size is expected to surpass $333 billion by the end of 2035, a compound annual growth rate (CAGR) of over 27 percent during the forecast period. The global conversational systems market is segmented by type into voice assisted, text assisted and others.…

As generative artificial intelligence tools like ChatGPT rapidly evolve, companies across the spectrum are adapting as they try to capitalize on the technology’s potential. This potential ranges from disruptions to marketing efforts, search and consumer behavior to the impacts on workforces, workflows and more. Brand marketers for retailers have been especially focused on following the…

Generative artificial intelligence (AI) has become the technology to watch, and major retailers are starting to leverage this breakthrough new tech. Insider Intelligence reports that Walmart is using generative AI for its “Text to Shop,” which lets customers add items to their shopping cart by texting or speaking the item they’d like to purchase. Instacart is…

While artificial intelligence has made significant advancements this past year with new apps such as ChatGPT and Jasper, the reality is that human interactions still cannot be directly replicated through technology. An overreliance on chatbots to replace humans is a potential pitfall for many retailers. Sure, the addition of AI and virtual agents is extremely helpful in…

At this very moment we're at an inflection point in the customer service industry. ChatGPT and its Google, Meta, and Amazon.com-backed competitors are the technical breakthrough we’ve been waiting for. At long last, we have the potential to break free of our contact center and BPO legacy and drive true cost efficiency through automation. In…

Whether online shopping or trying to get answers about an insurance billing question, customers have likely gotten assistance from a new source: artificial intelligence (AI). One study showed that 88 percent of customers had an interaction with a chatbot in 2022, with an estimated 1.5 billion people using chatbots around the world. With the global…

Among the hallmarks of direct-to-consumer (DTC) e-commerce is the ability to learn, directly from the consumer, what helped guide their purchase decision. Over the years, such insights have given DTC brands the jump on many up-and-coming marketing channels, including podcasts, Snapchat, TikTok … and at this moment, ChatGPT. Within the past few months, consumer responses…