ReportConquering customer demands through automation, AI, and chatbots for retail

Forrester retail chatbots report cover

LivePerson commissioned Forrester Consulting to evaluate the use of AI and automation in the retail customer journey. Forrester conducted an online survey and found that companies must use automation, AI, and humans together to deliver interactions that are in line with customer expectations.

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Personalization

Retail companies must meet the increasing customer demands for personalization to avoid losing customers.

Productivity

85% of retail professionals that have/are pursuing AI are doing so in order to automate routine interactions to increase customer service agent productivity.

Scalability

Automation, AI, and chatbots for retail companies help satisfy high customer demands at scale.

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