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Generative AI Chatbots in Retail

Is ChatGPT a Game Changer for the Customer Experience?

Report by Carina Perkins  |  Jun 21, 2024
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Report
Executive Summary
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Table of Contents
Executive Summary
GenAI could revolutionize chat-based customer support
Retailers are racing to develop AI-powered assistants
There are still some challenges to overcome
Sources
Media Gallery
About This Report
Retailers are racing to implement genAI-powered virtual assistants capable of creating human-like responses and handling complex queries. But there are challenges to overcome.
Topics
Retail Ecommerce Sales
Artificial Intelligence (AI)
Ecommerce Sales
US
Table of Contents
Executive Summary
GenAI could revolutionize chat-based customer support
Retailers are racing to develop AI-powered assistants
There are still some challenges to overcome
Sources
Media Gallery

Generative AI (genAI) has the potential to revolutionize chat-based customer support in retail. Unlike traditional, rule-based chatbots, AI-powered virtual assistants can deliver human-like, contextual responses and handle complex queries. However, there are still some challenges to overcome.

Key Question: Is genAI really a game changer for chat-based customer support, and what do consumers think of AI-powered assistants?

Generative AI Is Expected to Heavily Influence Chat-Based Customer Support in the Next 2 Years
E-Mail ChartDownload

Key Stat: Almost 60% of customer experience leaders worldwide believe genAI will heavily influence chat-based customer support over the next two years.

authors

Carina Perkins

Contributors

Suzy Davidkhanian
VP, Content
Amy Rotondo
Yoram Wurmser
Principal Analyst
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Generative AI Chatbots in Retail