ChatBots

Artificial intelligence (AI) and automation are becoming more accessible to retail businesses of all sizes, allowing even the leanest teams to reap the benefits. Instead of spending hours managing tedious manual processes, retailers that use automation can free up hours in the day to devote to customer service, product and inventory, and business growth. While…

With recent research showing three out of four consumers prefer communicating with chatbots, it’s no surprise that retail stores want to improve their digital experience. In fact, Gartner predicts 25 percent of enterprises across the globe will have a digital assistant to handle support issues, and it further supports two-thirds of customers who would prefer solving…

While consumer expectations for effortless, personal and speedy interactions with customer service agents have been steadily on the rise, these expectations have increased even more since the COVID-19 pandemic, as the shift to digital has accelerated. A company with artificial intelligence (AI)-first customer experience at its core, we at Netomi were keen to dig deeper…

Customer perceived value is an oft-used term in marketing that looks at how consumers view services and judge their value. Additionally, customer-perceived value looks at the ability of a business or sales team to adequately meet customer needs and/or expectations. To truly understand and maximize customer-perceived value, businesses must accumulate insights from all customer conversations…

Artificial intelligence-powered chatbots may be extremely common in customer service, but do they make sense for sales? Consumers seem mixed on the idea, but overall, they seem to prefer bots for uncomplicated tasks. Salesforce, for example, found that 69 percent of consumers prefer to use chatbots for getting answers to simple questions. But when people…

The pandemic accelerated e-commerce growth and there’s no going back. Gartner reported that 86 percent of marketing leaders believe digital commerce will be the most important sales channel within the next two years. E-commerce leaders need a clear maturity road map to stay ahead of the competition, add differentiating value for customers, and improve commerce…

The world of online shopping is here to stay. With retail and e-commerce so intricately connected, 2021 saw global e-commerce sales reach $4.2 trillion, and 2022 predictions are to surpass $5.5 trillion. This already growing trend to switch to online shopping was propelled forward when COVID-19 hit. This has brought about new challenges for the…

Off the heels of the busy holiday season, digital consumers are continuing to rewrite the rules of retail in 2022. To keep up with evolving demands, the industry will see the rise of a “digital workforce.” A digital workforce is powered by artificial intelligence (AI) and can work alongside retailers’ sales and service reps to…

Gartner recently published its annual list of strategic technology trends that will shape the year ahead for businesses around the world. It’s no surprise that included among the 2022 list are cloud-native platforms, artificial intelligence (AI) engineering, and total experiences. At the intersection of these we can find conversational AI solutions. Conversational AI is the…

In 2022, the retail industry will have to significantly improve its customer service and customer experience (CX), which were severely impacted by the pandemic. Customer service is often the frontline for a company’s brand and reputation, and a third of consumers say that it’s worse now than prior to the pandemic. We’ve all been impacted…