Retailers Plan to Add Artificial Intelligence

Convenience Store Decisions – Retailers are watching technology trends, especially artificial intelligence and deciding how they might best implement it to serve their customer base.

Retailers recognize the value of using artificial intelligence (AI) to enhance customer service, as 55% plan to leverage this technology within three years. According to the 2018 Customer Experience/Unified Commerce Survey, 7% of retailers are currently using AI as digital assistants and chatbots, and another 48% plan to implement this capability within three years.

Artificial intelligence is a method of data analysis that automates analytical model building to learn from data, identify patterns and make decisions with minimal human intervention. Some retailers are experimenting with AI to offer purchasing suggestions based on customer responses to a series of questions or to pinpoint the most convenient time of day to reach out to consumers with products they would be willing to purchase based on past clicks and website visit data.

“The convergence of AI with traditional customer service has the ability to transform the shopping experience,” said Perry Kramer, senior vice president and practice lead, BRP Retail Consulting Firm. “AI offers the ability to exploit the vast amounts of customer preference and transaction data gathered and reach a much larger group of consumers on a personal level to enhance the customer experience.”

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