As technology evolves and generative AI (genAI) takes on a bigger role in retail, teams are facing unprecedented demand to satisfy shoppers’ high expectations for customer service. GenAI could be used to automate some interactions, boosting efficiency while also improving the customer experience. But to make the most of the technology, retailers and brands need to understand the key use cases in a customer service setting—and stay mindful of the risks.

Key Question: What are the key customer service use cases for genAI in retail, and how should retailers prioritize them?

Key Stat: Two-thirds (67%) of US business executives believe AI-powered assistants will help them provide customers with information and answers more quickly, while over half (53%) believe the technology will provide customers with more accurate information and answers.