Retailers Turn To AI For Customer Service

Artificial intelligence seems to be catching on in retail, according to a new study.

The majority (55%) of retailers plan to leverage AI as a means of offering customer service within the next three years, according to the 2018 Customer Experience Unified Commerce Survey by BRP Consulting. A minority (7%) of  retailers already have implemented AI, such as digital assistants and chatbots, but say it needs improvement.

Almost a third (31%) plan to implement augmented reality within the three years and 21% plan to implement virtual reality.

“Disruptive technologies such as artificial intelligence, augmented reality and virtual reality will continue to change the shopping experience and the customer journey,” states the report. “While retailers recognize the need for unified commerce to support a seamless, personalized customer experience, true unified commerce is still aspirational for many retailers.”

The majority (81%) of retailers said they operate a multichannel or omnichannel environment, with 5% saying they have reached a true unified commerce model. The study surveyed 500 retailers.

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