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Generative AI Chatbots in Retail
Is ChatGPT a Game Changer for the Customer Experience?
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?
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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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