Generative AI Chatbots in Retail

Is ChatGPT a Game Changer for the Customer Experience?

Generative AI (genAI) has the potential to revolutionize chat-based customer support in retail. Unlike traditional, rule-based chatbots, AI-powered virtual assistants can deliver human-like, contextual responses and handle complex queries. However, there are still some challenges to overcome.

Key Question: Is genAI really a game changer for chat-based customer support, and what do consumers think of AI-powered assistants?

Key Stat: Almost 60% of customer experience leaders worldwide believe genAI will heavily influence chat-based customer support over the next two years.

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Table of Contents

  1. Executive Summary
  2. GenAI could revolutionize chat-based customer support
  1. Retailers are racing to develop AI-powered assistants
  2. There are still some challenges to overcome
  1. Sources
  2. Media Gallery

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authors

Carina Perkins

Contributors

Suzy Davidkhanian
VP, Content
Amy Rotondo
Yoram Wurmser
Principal Analyst