Customer experience

A new survey reveals both the promise and the peril of generative AI in retail:

Retailers think they're winning on customer experience, but data tells a different story:

• 86% of retailers give themselves high marks.
• Average customer satisfaction score (NPS) lags behind the industry average.

The key to closing the gap?

AI has had a banner year. And while many in retail have been using machine learning for years to streamline and automate back-end functions like replenishment and inventory management, the new customer-facing applications of the next generation of AI technologies is just starting to take off. 

Sixty-four percent of consumers will not do business with a company after a poor customer service encounter, contrasting sharply with the 2% who say it’s unimportant, according to a survey commissioned by generative AI customer service platform Airkit.ai.