1、TECH GUIDECUSTOMER SERVICE TECH GUIDE:CAN AI REIN IN COSTS WHILE ENHANCING THE SHOPPER EXPERIENCE?SPONSORED BY2CUSTOMER SERVICE TECH GUIDE:CAN AI REIN IN COSTS WHILE ENHANCING THE SHOPPER EXPERIENCE?Any retailer,from the smallest corner bodega to the largest multinational,will stress their commitmen

2、t to providing superior customer service its been a cornerstone of retailing for as long as theres been retailing.But when you look at the actual mechanics involved in fulfilling those promises,retailers ambivalence starts to show through.Retailers know that offering effective customer support is vi

3、tal,whether via phone,chat or SMS text.But it is especially so for DTC brands and ecommerce retailers lacking physical stores where customer service issues can be handled face to face and in real time.Its also expensive and resource-intensive to maintain an army of agents,particularly with the curre

4、nt tight labor market.New technologies,especially generative AI,are promising greater efficiencies and savings,and many are delivering but theyre always in a race with ever-rising customer expectations.The holy grail is to control customer service costs without scrimping on the customer experience(C

5、X).“Theres a lot of focus on making customer service at least cost-neutral,but everyone is also focused on making it a revenue generator,”said Pat McClard,Director of Account Management at HGS in an interview with Retail TouchPoints.“You have the customer talking to you during a customer service int

6、eraction,so its crazy not to use that,”to upsell or cross-sell additional products and services.INTRODUCTION3CUSTOMER SERVICE TECH GUIDE:CAN AI REIN IN COSTS WHILE ENHANCING THE SHOPPER EXPERIENCE?Map the relationships between user experience(UX)and CX,and show how investments in these areas can low