Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
InternationalEnglish

How many retailers are offering AI support to customers?

Blog
15th June 2017

customer-relationship

Artificial Intelligence has been talked about a lot in the customer service community recently. In particular, organisations have been exploring how machine learning can be used to capture every single customer interaction, so an AI system can support customer service advisors with knowledge of every question ever asked in the past – with the answer. The AI system never forgets and learns more each day.

However, most of the talk around AI has only focused on this supportive role in the contact centre. Recent research has shown that customers are expecting to see industries such as retail making a much better use of these emerging technologies so the shopping experience can be improved.

It is no surprise that customers are making these demands. Look at the kind of intelligent technology most people have around them today. They can ask Siri questions on their iPhone and speak directly to Alexa when at home. The use of intelligent assistants is becoming main stream, so why are retailers not making better use of the options this technology offers?

The 2017 Customer Experience survey published by retail consulting firm BRP suggests that 23% of in-store customers would rather speak immediately to a virtual assistant than wait for a real one. In addition, the same percentage of shoppers would like to have access to a virtual personal shopper when shopping online.

The research suggests that 55% of retailers now consider an improvement to the customer experience to be their top priority and yet the changing expectations of the customer shows that it is often the customer setting the strategic direction for retailers – not the other way round.

45% of retailers have already created an AI chatbot support system for customers, or will implement it inside the next 3 years, with Virtual Reality at 34% for the same time frame. Many retailers are in the midst of trying to rollout omni-channel support and yet some already have an eye on what the customer is expecting in the near future.

I believe that retailers will find that they cannot leave AI in the contact centre alone. Customers increasingly want a personalised service and this lends itself well to AI virtual assistants and chatbots, whether they are on apps, websites, or in-store systems. As AI technologies become normal at home, customers will soon be asking why retailers cannot use technology to offer more supportive and personal help.

What do you think about the rise of AI and the potential impact of customer service? Let me know your thoughts by leaving a comment here, or get in touch on LinkedIn and let me know.


Leave a Reply

Your email address will not be published.Required fields are marked *


David Turner
Article by: David Turner

News & Insights

Recommended for you
Solution Designer
Service Provider
Technology Enabler
Blog
Inside Sales – This new generation of B2B salespeople that is changing everything! at last!

The B2B sale has adopted a new model, of American origin. More efficient, it is based on Inside Sellers. Their profile and working methods are presented by Etienne Turion, Webhelp Enterprise CEO. What are the new challenges in the sale of B2B products and services? First of all, a first observation: "cold" contact is largely over in B2B. Call campaigns are no longer launched on...

Whitepaper
AI and Automation: Improving the Customer Experience

This paper has been borne of conversations with experts within Webhelp and beyond and is also the result of a YouGov study of over 2,000 adults in the UK. In this paper we hope to dispel some myths around automation and Artificial Intelligence (AI) and also to outline the most effective ways that...

News
Webhelp Employees Saddle Up For Charity In Virtual Cycle To India

Teams at Webhelp, one of the country’s leading business process outsourcers (BPO), have raised £2,119.96 for ultra-athlete and cystic fibrosis warrior Josh Llewellyn Jones through a virtual cycle from Larbert to Guragon in India. On January 31st 2019 staff from across all the Webhelp UK,...

News
Webhelp and SKY make it a hat trick of awards

London, UK, 30/11/2018 Global customer experience expert, Webhelp, and leading telecommunications provider, Sky, were celebrating again after taking home the award for Best Outsourced Contact Centre at the European Contact Centre and Customer Service Awards, which took place in London on 27th...

Case Studies
Webhelp People Analytics

...

×

Webhelp Cookies Preference Centre

Strictly Necessary Cookies
The website requires the use of cookies for essential functional requirements and these are outlined in the cookies policy.

Enhanced Functional Cookies
Some features of this website use services provided by third parties websites. These features use cookies to implement their services on this website and may collect data about your visit to help them optimize their functionality. The Webhelp cookies policy outlines the cookies used by these services.

We have links to social networking such as Twitter, Facebook and LinkedIn.
These websites are third party sites. We do not place cookies on their behalf, and do not have control over the way they collect or use your data.
We encourage you to read more about their policies:
Twitter
LinkedIn
Facebook