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.

Here’s what’s in the full report


Exportable files for easy reading, analysis and sharing.


Reliable data in simple displays for presentations and quick decision making.

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

Access All Charts and Data

Gain access to reliable data presented in clear and intelligible displays for quick understanding and decision making on the most important topics related to your industry, included at no extra cost.


Carina Perkins


Suzy Davidkhanian
VP, Content
Amy Rotondo
Yoram Wurmser
Principal Analyst