Generative AI Chatbots in Retail

Is ChatGPT a Game Changer for the Customer Experience?

Report by Carina Perkins  | Jun 21, 2024
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Executive Summary
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Table of Contents
Executive Summary
GenAI could revolutionize chat-based customer support
Retailers are racing to develop AI-powered assistants
There are still some challenges to overcome
Sources
Media Gallery
About This Report
Retailers are racing to implement genAI-powered virtual assistants capable of creating human-like responses and handling complex queries. But there are challenges to overcome.
Topics
Retail Ecommerce Sales
Artificial Intelligence (AI)
Ecommerce Sales
US
Table of Contents
Executive Summary
GenAI could revolutionize chat-based customer support
Retailers are racing to develop AI-powered assistants
There are still some challenges to overcome
Sources
Media Gallery

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?

Generative AI Is Expected to Heavily Influence Chat-Based Customer Support in the Next 2 Years
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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

Charts in This Report

Generative AI Is Expected to Heavily Influence Chat-Based Customer Support in the Next 2 YearsUS Retail Bosses Believe Enhanced Chatbots Are Among the Top 3 Most Promising AI Applications
Business Leaders Believe Al-Powered Assistants Will Improve Customer Experiences and Cut CostsConsumers Are Comfortable With Brands Using AI to Improve Customer Service, Including Chatbots
Consumers Say They Would Be More Likely to Buy From a Company Whose AI Is Overseen by HumansData Security Plays a Bigger Role in Customer Satisfaction than Chatbots and Personalization

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authors

Carina Perkins

Contributors

Suzy Davidkhanian
VP, Content
Amy Rotondo
Yoram Wurmser
Principal Analyst