Customer Service

Reduce your worries during “the most wonderful time of the year” by incorporating AI into CX

The process of consumer buying is now more nuanced than just black and white. Shifts in shopping preferences from in-store to online (and then back to brick-and-mortar) have resulted in a fragmented customer experience that many retailers are still trying to unify. Even with attempts to enhance new commerce platforms, retailers do not always manage to integrate multiple channels effectively, which puts them at risk of losing up to 30% of sales.

With the holiday shopping season approaching, retailers are feeling pressure to safeguard their brand promise while enhancing customer experience (CX) strategies. Disruptions, whether related to product inventory or shipping delays, are anticipated. This makes effective communication crucial for retailers.

In an era when transparency is crucial, brands should avoid making promises they cannot fulfill. When customers are kept uninformed—such as when a delivery is tardy or missing—their trust in that retailer suffers significantly.

Luckily, the appropriate combination of proactive communication and innovative AI solutions will guarantee that customer communications are handled in a proactive and effective manner. This holiday season, here are three methods to leverage technology for enhancing the customer experience.

Seasonal greetings (pre-) Bazaarvoice’s reports on worldwide consumer behavior have already observed that shoppers are aiming to make significant purchases long before the holidays, with over a third hoping to complete all their list items by September and 55% anticipating that their gift shopping will be finished by October. It is perfect for retailers to get their contact center ready for peak demand during summer since AI can assist CX personnel all through the holiday season and into the returns period.

As we enter what is arguably the busiest (and most wonderful) time of the year, retailers can maintain customer loyalty with generative AI solutions that provide real-time delivery updates, status communications regarding purchases and returns, and instant resolutions to all CX inquiries via phone or online.

In the long run, after the holiday rush, these AI solutions will allow retailers to prioritize and channel more complicated inquiries to trained staff, equipping them with customer data for rapid trusted responses or alternative options that tailor customer service and support.

Distributing joy through enhancements in self-service with GenAI Although holiday shoppers might seek ideas from generative AI for the ideal gift, there are more practical (and advantageous) applications of GenAI from a brand perspective.

Retailers can prepare for an increase in online store visitors by using solutions like chatbots or intelligent virtual agents to handle customer inquiries that are more appropriate for addressing common questions. Chatbots are designed to assist customers in helping themselves. Using genAI, brands can guarantee that all customer-facing operations are ready to manage a higher volume.

As 68% of CX professionals are aiming to invest in GenAI for the contact center, it will facilitate a smoother experience for customers, whether they are using self-service options or interacting with a company service agent.

It’s the time of year to lower operational expenses. Contrary to common belief, contact center chatbots and IVAs are not designed to take jobs from human agents. At the very least, their role is to help with and relieve them of administrative duties and queries that are more routine. Astute organizations can adopt a range of collaborative intelligence solutions that incorporate AI to enhance the work of human customer service agents, thereby optimizing customer experience (CX) and lowering operational expenses.

When a company can expand its customer service capabilities in advance of peak demand, it reduces the risk of chaos during the holiday rush. The ROI is evident: although the initial cost of implementing AI can be high, once it is in place and scaled and agents are adequately trained, 78% of CX leaders anticipate increased generated cost savings.