The past few years have seen many international brands improving the way they approach customer interactions, but this hasn’t always translated to brand success.
For instance, smart, AI-powered and natural language processing (NLP) reliant bots may not always be as effective in solving customer service queries compared to simpler rules-based chatbots.
For this reason, many well-known brands (such as Amazon) are now favoring implementing rules-based chatbots (over so-called “smart bots”) to provide more accurate responses and resolve queries more efficiently.
The brick & mortar brands that have embraced these new innovations are surviving, the ones who haven’t are dying and dying fast.
It’s not just about getting the customer from product choice to check out quickly and efficiently, but it is also to replicate that corner-store experience where the customer feels that they are being recognized as an individual and valued. Data-driven processes and insights contribute towards creating an experience that is more intimate and in line with customer preferences, but will businesses ever completely replicate and replace the personalization we experience from local shopkeepers (e.g., hardware stores or butchers) at scale?
At this week’s METal, Trendy Butler founder Ali Najafian will show how retails is in an ever-changing flux and what will define the successful players of the future.
METal guests, Please RSVP “YES” and PREPAID the event ticket Before 6 pm Friday, November 2, 2018, at METal.International
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AVOID the EXTRA $10 payment fee at the front desk. RSVP and PREPAID for this METal Event $35 for METal MembersJoin Report
From November 03, 2018 8:27 am to 10:27 am Save to calendar