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How likely AI is developing to be the main character in customer service in retail industry?

AI refers to the term “artificial intelligence”, which was first coined by John McCarthy in 1956. Artificial Intelligence is a branch of computer science, it is a kind of technology that enables computers to think or act like humans.

AI is being widely used in various fields including visual chatbots, autonomous cars, retail industry. In life, we can see many machines placed in different corners in shopping centres, which is called the “Kiosk”. It is helping in the retail industry to provide better services for customers. However, kiosks in shopping malls nowadays are mostly based on one way interaction from human to the machine, which means we cannot have an oral conversation with them. In retail industries such as shopping centres, human force is still the dominant character in customer services. Thus, those kiosks are more like acting as an additional assistant to supply for the human workforce-based customer services.

With a gradual demand of offering 24 hours and 7 days in customer services, the development of AI and technology have assisted in making an innovative change in kiosks. This is a new type of AI kiosk called the “conversational AI”. It’s a kind of technology that uses data, machine learning (ML) and natural language processing (NLP) to help imitate human interactions. Conversational AI like chatbots is able to support a two-way conversation between human and the machine. Users can talk to those machines, which can provide better customer services with fewer mistakes and costs than the human workforce.

Staffing a customer services reception or department can be expensive, particularly if you want to have a response to a question outside of business hours. Conversational AI can handle demands at a higher volume than human workforce, offers relevant and correct information faster. Besides, providing customer service through conversational interfaces can also decrease the money spend on training and salaries in human force-based customer services. Moreover, chatbots and virtual assistants can answer instantly, which increases the accessibility to customers at any time. Since conversational AI allows users to communicate, customers can interact with the machine just by conversing. Thus, compared with traditional AI, conversational AI provides a much easier and quicker way by eliminating the tedious process of clicking and swiping for what customers need.

Our conversational AI ambassador includes but is not limited to providing direction for customers in the retail industry. Far more than that, this innovative virtual agent has the ability to answer customers’ questions by giving variable options. Those offered suggestions are smart and personalized that can better reach different customer’s specific requirements in the retail industry.


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