GenAI could help boost the efficiency of customer service teams and give shoppers access to fast, personalized, 24/7 support. To make the most of the technology, retailers and brands need to understand the key use cases in a customer service setting—and stay mindful of the risks.
As technology evolves and generative AI (genAI) takes on a bigger role in retail, teams are facing unprecedented demand to satisfy shoppers’ high expectations for customer service. GenAI could be used to automate some interactions, boosting efficiency while also improving the customer experience. But to make the most of the technology, retailers and brands need to understand the key use cases in a customer service setting—and stay mindful of the risks.
Key Question: What are the key customer service use cases for genAI in retail, and how should retailers prioritize them?
Key Stat: Two-thirds (67%) of US business executives believe AI-powered assistants will help them provide customers with information and answers more quickly, while over half (53%) believe the technology will provide customers with more accurate information and answers.
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Table of Contents
Why does genAI for customer service matter right now?
What are the key use cases of genAI for customer service?
How should retailers prioritize these use cases for genAI-powered customer service?
What else should brands and retailers keep in mind?
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