Conversational AI in Retail: The Future of Retail

Retail AI Use Cases and Trends An Executive Brief Emerj Artificial Intelligence Research

conversational ai in retail

In fact, researchers predict that 70% of chatbot conversations will be related to retail by 2023. Often this is because they can be used to provide product recommendations and guidance in a more sophisticated, friction-free, and personalized way than a simple website search box. Inventory management is a time-consuming and hectic task unless manual processes are replaced with cutting-edge solutions. Retail conversational AI chatbots automate inventory tracking and management and provide retailers with real-time insights into inventory levels. Chatbots and voice assistants can answer consumer questions day and night, on holidays and weekends, 365 days a year. Unlike human agents, AI-powered assistants don’t need sleep and can assist customers even after business hours.

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Unlike pre-configured, rule-based systems, AI virtual assistants can directly access a company’s information sources (like websites, APIs, and databases). Digitalization enables businesses to have faster response times, faster service in general, and a personalized experience for each customer. Retailers have started implementing artificial intelligence (AI) into their workflows to deliver these experiences. Experts believe that this integration is the beginning of an upward trend in the retail industry and will become more popular quickly.

Part 5: The Future of Conversational AI for Retail

Along with this assistance, customers can also compare products and prices to ensure that they make the right decision. AI conversational assistants can also deliver seasonal offers and inform customers of current and future holiday promotions for their business. Brands will now be able to personalize customer experiences faster and easier than ever before. Retailers will understand current trends and customer needs and better communicate with them, ensuring that they enjoy a safe, secure, and confident overall retail experience. Conversational AI can learn human language and simulate a real human interaction throughout various layers, keep pace with a human conversation, and adapt to fast-changing content, data, or customer demands instantly.

conversational ai in retail

This resulted in a tech breakthrough, which normally would have taken years to make, and the ecommerce sector grew by more than 30% in 2020. With improved customer insight, you’ll have better information at your disposal to determine how to strategically pivot whenever needed and conversational AI can help support the process. Give your team some quick wins by utilizing a conversational AI chatbot that can quickly start deflecting redundancies such as ticket labeling and routing and easily answered FAQs.


For example, medical staff members have to search for countless patient forms and switch between applications, resulting in loss of time and frustration. Another significant transformation in healthcare via conversational AI is related to tracking patients’ health. For many patients, visiting a doctor simply means a lack of control over the self while facing severe symptoms because of an underlying health problem.

Since this tool can analyze vast amounts of text, it can scour the internet for survey responses, customer reviews, and other commentaries to help you understand patterns and trends regarding your products and services. Fast resolution is expected for all customer data and queries, but companies often fail to meet this demand. With generative AI, you can analyze customer data and provide detailed answers for your customers, and they’ll get all the information they need fast. Personalization is an effective marketing technique, but sometimes it can miss the mark. With generative AI, you can incorporate more detailed recommendations into your customer interactions.

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With all these AI solutions already in use, the industry shift is starting to affect customers as well. A study by Gartner predicts that by the year 2036, retail clients will go through a three-step evolution – from a Bound Customer to an Autonomous Customer. Basically, the authors behind the study believe that in the future retail world, “AI-enabled machine customers,” who will have the potential and power to act as buyers, will be the new norm. Human voice actors may also work for multiple brands—and voice talent doesn’t allow users to adapt on the fly. With TTS, you can produce new utterances in an instant—essential for cutting-edge conversational AI that uses natural language generation (NLG) to determine new replies to every question. By matching tone of voice to the unique needs of the individual conversation, emotional TTS creates a better brand experience across retail interactions.

conversational ai in retail

Conversational AI can be used for personalizing promotions and discounts tailored to each customer. By analyzing customer data, such as purchase history, preferences, and browsing behavior, conversational AI tools can provide targeted offers and incentives tailored to each customer’s needs and interests. This personalization can lead to increased customer engagement, higher conversion rates, and enhanced customer loyalty. AI-driven tools can process and analyze large volumes of customer feedback from various sources, such as reviews, social media, surveys, and customer support interactions.

Give customers the flexibility to shop how and when they need with curbside pickup and contact-free delivery. Consequently, conversational AI can enhance employee knowledge, boost their confidence, and result in remarkable growth in sales. DRUID is an Enterprise conversational AI platform, with a proprietary NLP engine, powerful API and RPA connectors, and full on-premise, cloud, or hybrid deployments. In its platforms’ promotional literature, the company lists some of its marquee clients, which include Columbia Sportswear Company, Moss Brothers (UK), Gamestop, Hard Rock Cafe, Laura (Canada), and Sandals Resorts (Jamaica). An exclusive invite-only evening of insights and networking, designed for senior enterprise executives overseeing data stacks and strategies.

conversational ai in retail

As mentioned earlier, the skewed doctor-patient ratio forces doctors to look after an unprecedented number of patients in their schedule that undermines treatment quality. Conversational AI has substantially raised the service quality bar by automating mundane processes. The technology helps healthcare workers identify symptoms promptly, categorize patients who need attention from the less critical ones, and accordingly plan appointments. Additionally, they can gather necessary information during patient check-ins, getting rid of the possibility of any blunders. Patient engagement chatbots help medical centers and hospitals check in on their well-being and keep track of their vitals frequently after treatment.

Ignite your AI engine with Conversational Intelligence

These innovations will “continue to bolster and streamline the retail supply chain as they become even more sophisticated,” Maguire said. Use cases for AI and machine learning include predicting product demand and optimizing inventory. This is possible with the analysis of factors such as past sales, promotions, economic indicators, and seasonality, he added.

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Bots respond instantly, in a consistent and specific manner, without giving out any unimportant information to the customer. When integrated with CRM systems, they can access order history and customers do not have to repeat basic information about themselves. Contextual AI allows the conversational AI application to understand the intentions of the patient or clinician who has initiated the conversation. Below are a couple of terms that illustrate how context can be a critical component in conversational AI discussions. Ada suggests pre-programmed training questions to help improve the platform’s accuracy. VentureBeat’s mission is to be a digital town square for technical decision-makers to gain knowledge about transformative enterprise technology and transact.

Over the last few years, shopping experiences of customers have evolved and so have customers’ behavior of how they should be able to interact with retailers. With the advancements in Conversational AI technology, speed and convenience are driving the consumer agenda today. Although they are implemented in many different ways, the aim of chatbots in retail is always the same – to improve customer experience and, ultimately, customer satisfaction.

Empathy is something that patients desire when speaking with human representatives regarding their healthcare solutions. Companies may worry that by using conversational AI, this human, empathetic touch will be lost. However, when implemented and configured properly, these virtual AI assistants can help care providers to surpass patient expectations and improve patient outcomes. In a 2021 survey by KPMG, retail business leaders named chatbots for customer service as the area with the third-biggest impact from AI.

ChatGPT is a Generative AI technology that creates context-specific, human-like personalized recommendations to prompt by utilizing Large Language Models, conversational AI & natural language processing. Salesforce is the CRM market leader and Salesforce Contact Genie enables multi-channel live chat supported by AI-driven assistants. Salesforce Contact Center enables workflow automation for many branches of the CRM and especially for the customer service operations by leveraging conversational AI technologies. This is especially helpful to ensure that new hires are receiving all the relevant knowledge about their position and that they will rely less on their more seasoned colleagues or management for assistance. Employees will access their conversational AI assistant, ask questions, find solutions, and contact as needed. The traditional onboarding, which lasts for about a week, may not be enough for the new team member to get acquainted with the job, the workplace, and the company culture.

  • Integrating Generative AI into your customer support system will give you a serious advantage.
  • Having a virtual AI assistant provides customers with verbal clarifications and guidance while they shop, which will energize and improve their online experience.
  • Human voice actors may also work for multiple brands—and voice talent doesn’t allow users to adapt on the fly.
  • As The RealReal ventured deeper into enhancing customer experience, they discovered the power of the Conversational Flywheel, a framework championed by LivePerson.

The application of conversational AI-enabled consumer data will help retailers offer products that their customers actually want, as well as help them generate and qualify new leads. An increasing number of offline retailers are integrating functions that allow us to check inventory and check opening hours before a visit. Once we arrive, we can ask questions about where we will find the products on the shelves. Retail chatbots are also used for post-sales support, and here they can also have the capability to remember previous interactions. The ability for computers and other machines to understand what we say, and reply to us in a useful way, has improved immeasurably over the past decade.

Leverage LLM-powered AI tools to automate the most common retail customer conversations, like returns, order tracking, and purchases. Multilingual support is crucial to reach and engage customers in today’s globalized marketplace. Conversational AI facilitates seamless multilingual support by understanding and communicating various languages. Brand supporters are important in competitive industries such as retail because it costs a lot more to attract a new customer than to keep one.

conversational ai in retail

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