By Mila D’Antonio, Principal Analyst — Customer Engagement, Ovum
Chatbots look to transform the way retailers engage with customers. But success relies initially on thoughtful and strategic deployment.
In recent years, the retail industry has arguably been at the forefront in the adoption of digital technologies to meet the rapidly changing expectations of consumers. The adoption of AI-assisted chatbots is no exception. Chatbots that assist customer service and enable conversational commerce are poised to bring tremendous innovation in the way brands connect with customers.
Eventually and inevitably, chatbots will disrupt how retailers engage with consumers, triggering a long-term paradigm shift in how consumers will interact with machines. It’s important, therefore, for retailers to consider what degree of investment in the solution will provide the optimal outcome in customer satisfaction and deliver a superior customer experience. They also must ensure the chatbots are aligned to their overall business strategy to safeguard their enterprises economically.