Discover how AI revolutionizes the retail experience with personalized recommendations, smarter customer service, and efficient supply chain management.
Today’s shoppers are becoming more used to AI in their transactions. According to a report by Verint, 80% of customers expect bots and AI to improve their experiences. Buyers aren’t surprised to see digital tools helping them while they shop online through their device, voice activation, or store.
There are a growing number of ways that retailers can use AI to offer customers the level of service they’re looking for. Here are three AI trends to watch for in retail:
Hyper-personalization at Scale
So much data is available today; the key is to sort through it and use it to make decisions. With AI, retailers can use machine learning algorithms to analyze customers’ past purchases, browsing history, and demographic details. This information can then suggest products most relevant to each customer. In addition, assets can be created with Generative AI to personalize every communication with the customer.
With AI, agents might also offer insights into up-and-coming trends and products that align with the shopper’s tastes. Personalized messaging can be inserted into targeted email campaigns, websites, or other customized marketing activities. When customers feel treated as individuals, they may feel a sense of loyalty to a brand.
Moreover, AI can elevate in-store shopping experiences for customers by using technologies like computer vision and facial recognition. Retailers can gather valuable insights into consumer behavior by tracking customer movements and interactions within physical stores.
Automated Customer Service
When asked about AI, 52.4% of customers believed that using AI would improve customer service, according to MarTech.
These days, virtual assistants can understand natural language and context, which allows them to have ongoing conversations with customers and provide a level of service that wasn’t possible in the past. Shoppers can receive 24/7 support and may have their questions answered right away.
The notable aspect of this trend is that you need both high-quality data and an integrated ecosystem. If the AI can only access limited information and not perform any actions, it will be far less useful to customers, and they will do everything they can to bypass it. Instead, ensure the bot can access order information, case details, customer preferences, and more to understand the customer. Little is more frustrating than a company that knows everything yet cannot apply it to customer service.
Finally, action is key. The bot should be able to open new service cases for humans, cancel orders (using business rules), and other common use cases. Bots are as smart as you make them.
Supply Chain Optimization
With AI, retailers can further streamline operations, minimize costs, and increase efficiency in their distribution network. Today’s technologies carry out demand forecasting, which can help prevent retailers from purchasing too many or too few items. If the data shows that customers are no longer interested in a specific product, retailers might reduce their orders. Companies may be alerted to purchase more of an item due to an expectation of growing demand.
Moreover, AI tools help companies monitor equipment and schedule maintenance to prevent breakdowns. Systems can track delivery services in real-time. With data analytics and machine learning, drivers can find the best delivery routes to minimize transportation costs and ensure that products are dropped off on time.
Also Read: Customization vs. Efficiency: Can Banks Have Both in the Digital Age?
We can expect AI to continue revamping the retail industry as we advance. It will help retailers to create more personalized experiences and provide more sophisticated customer service. Companies will be able to reduce slowdowns and inefficiencies in their supply chain. If AI can truly help customers, there can be positive effects.
The best way to approach these trends is to focus on serving the customer, and then the use of AI will be clear.
