Automated Customer Service for Retail with AI

Abstract

Over the past few years, technology has evolved at an exponential rate and has played a pivotal role in reshaping interactions between businesses and customers across varied industries, including retail. As a consequence, retailers today face a deluge of options when it comes to interacting with and serving their customers. Retailers, however, face the significant challenge of addressing the expectations of customers by providing efficient support services just as quickly as the market is producing options. Furthermore, many customers prefer to "Do-It-Yourself" solutions and rely on self-service options to find what they are looking for. Consequently, retail customer service is moving from individual service channels, like phone agents, to multi-channel solutions that include website customer service components. However, the current self-service options are limited by the effectiveness of keyword-based search functionality that can often confuse if a user’s spelling or expectation is different from the data language, lack of personalization, deeper insights, and limitations in search depth.