Generative AI for Customer Service in Retail

What Are the Key Use Cases for Retailers and Brands?

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.

Here’s what’s in the full report

1file

Exportable files for easy reading, analysis and sharing.

4charts

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

Table of Contents

  1. Why does genAI for customer service matter right now?
  2. What are the key use cases of genAI for customer service?
  1. How should retailers prioritize these use cases for genAI-powered customer service?
  2. What else should brands and retailers keep in mind?
  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.

authors

Carina Perkins

Contributors

Suzy Davidkhanian
VP, Content
Nikolai Dineros
Blake Droesch
Donte Gibson
Senior Chart Editor
Vladimir Hanzlik
Executive Editor and SVP, Content
Chris Keating
Director, Research
Wendy Malloy
Director, Reports Editor
Emma Noyes
Graphic Designer, Data Visualization
Zia Daniell Wigder
Chief Content Officer

"Behind the Numbers" Podcast