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1、TALKDESK EBOOKTop 5 AI use cases for retail.Introduction 03I.Manage high interaction volumes across all channels 04II.Retain associates 06III.Maintain customer loyalty and drive repeat purchases 08IV.Falling short of customer expectations 10V.Unifying the online and offline experience 12Conclusion 1

2、4 Table of contentsIntroductionStaying ahead of customer expectations requires more than traditional toolsretailers need smart solutions to elevate the customer experience.Artificial intelligence(AI)is revolutionizing the industry,particularly by autonomously handling everyday tasks,allowing humans

3、to focus on what they do best:solving complex problems and building lasting relationships.AI empowers retailers to create personalized,seamless journeys at scale,reduce operational pressures,and turn every interaction into an opportunity for loyalty and growth.This ebook explores the top use cases f

4、or AI in retail,showcasing how it helps retailers create exceptional customer experiences and drive revenue growth.3I.Manage high interaction volumes across all channelsCustomers demand instant support across various channels,creating a high volume of interactions that retailers struggle to manage,e

5、specially during peak season.4Long waiting times lead to frustrated customers,overwhelmed contact center associates,and poor service.When customers have to wait for too long,their dissatisfaction grows,escalating into negative experiences that impact the brands reputation.The combination of unhappy

6、customers and stressed employees creates a negative cycle that causes customers to abandon shopping carts,reduces repeat business,and drives them to switch to competitors.High interaction volumes reduce the capability to address customer issues during the initial contact,impacting first call resolut

7、ion(FCR).Issues not solved on the first attempt force customers to follow up,leading to repeat interactions that increase contact volumes and create a backlog of unresolved issues.It also overloads contact center associates,further reducing their power to provide FCR,and fueling the ongoing loop of

8、repeat interactions and customer frustration.An AI-powered routing solution autonomously manages and prioritizes interactions based on real-time context,using natural language conversation,to understand the request.Customers use their voicenot complex,rigid IVR menusto describe their problem and are

9、 automatically routed to the most appropriate resource,receiving an ideal experience,every time.AI Agents interact with customers across multiple channels and in multiple languages 24/7,delivering personalized,timely,and accurate solutions to customer issues.They autonomously handle routine tasks,re

10、ducing interaction volumes and freeing contact center associates to focus on more complex issues.Additionally,AI agents seamlessly escalate complex issues to contact center associates,ensuring a smooth transition and maintaining a high level of service.ChallengeSolutionImpactTalkdesk platform perfor

11、mance data for retail customers found:*compared to pre-scripted chatbotsreduction in automation development time*90%improvement in FCR*80%5II.Retain associatesRetailers struggle to keep contact center associates due to long handle times,high associate turnover,and slow onboarding,which contribute to

12、 the industrys separation rate of 4.3%,significantly higher than the 3.5%rate for all other sectors.4.3%Industry separation rate6ImpactREAD CUSTOMER STORYAssociate turnover drains resources on recruiting,hiring,onboarding,and training while disrupting the ability to keep up with customer demand and

13、satisfaction.Losing experienced associates means losing valuable product knowledge and expertise,impacting service consistency.New hires need time to gain product knowledge and adapt to seasonal fluctuations,leading to longer handling times and increased errors.Demanding work environments often cont

14、ribute to associates burnout and turnover,further straining the remaining associates,making it even harder to retain staff.Outdated legacy systems add to this frustration,as contact center associates find it difficult to resolve issues quickly.Meanwhile,customers face slow response times and poor se

15、rvice,which leads to churn,bad reviews,and damage to the brand.Replacing legacy systems is key to improving the experience for both employees and customers.A unified,intuitive contact center associate desktop that consolidates all the information contact center associates need into a single,easy-to-

16、navigate interface,eliminating the need to toggle between multiple applications.The single pane of glass approach empowers them to easily access the information they need,complete tasks more efficiently,and focus on providing excellent customer service.A Copilot provides contact center associates wi

17、th automated assistance,contextual recommendations,and next best actions during live interactions helping them answer customer inquiries quickly and accurately.Additionally,it automatically summarizes customer conversations and selects dispositions,improving accuracy,reducing handle time,and helping

18、 contact center associates get results faster.ChallengeSolutionIncreased customer satisfaction scores out of 5.4.7Reduced headcount.25%7III.Maintain customer loyalty and drive repeat purchases Fickle consumers,with endless options,make it a constant challenge for retailers to maintain loyalty and dr

19、ive repeat purchases.Positive100%Overall Customer Sentiment8ImpactAI-powered tools provide:WATCH CUSTOMER STORYBuilding customer loyalty and driving repeat purchases is crucial for sustainable revenue growth.Loyal customers spend more,are less price-sensitive,and act as brand advocates bringing in n

20、ew business through referrals.However,fostering loyalty requires a deep understanding of customer preferences,personalized interactions,and proactive engagement that makes customers feel valued and appreciated.Loyalty is easily swayed by price,convenience,and shopping experience,making it incredibly

21、 challenging to retain customers and drive repeat purchases.They must constantly compete for attention,creating a double-edged sword:retailers must simultaneously focus on satisfying and retaining existing customers while attracting and converting new ones.The challenge lies in a delicate balancing

22、act,as resources allocated to acquisition may detract from efforts to nurture loyalty and vice versa.An omnichannel engagement solution provides consistent service across all channels,including live chat with co-browsing,phone,email,and physical stores,for an exceptional customer engagement experien

23、ce.Multiple routing options,such as push,pull,or team-based ensure customers are always connected to the right associate at the right time.Contact center associates benefit from a single pane of glass workspace where they manage voice and digital interactions within a unified interface.Instant acces

24、s to critical customer context enables them to deliver responsive,personalized experiences that build loyalty.An omnichannel approach to customer experience empowers retailers to meet customers wherever they are,fostering positive engagements and driving repeat purchases.ChallengeSolutionSentiment a

25、nalysis for deeper insights and to improve customer experience.Call transcripts to save contact center associate time and improve accuracy.9IV.Falling short of customer expectationsCustomers expect retailers to know their preferences,anticipate their needs,and provide seamless,personalized experienc

26、es.Hello,your order#12345 is delayed due to weather conditions.We apologize for the inconvenience.Hello,your order#12345 is delayed due to weather conditions.We apologize for the inconvenience.Would you like more details or assistance?I need to verify my order status.10ImpactAI-powered tools provide

27、:Increased CSAT responses from 5%toREAD CUSTOMER STORYThe bar has been raised for all retailers to deliver engaging and relevant shopping experiences.Customers expect retailers to understand their individual needs and preferences,providing personalized experiences that make them feel recognized and

28、valued.Offering a good product or competitive price is just the beginning,the real focus should be on providing a seamless and enjoyable shopping journey across all touchpoints.Retailers that dont prioritize personalization and customer-centric experiences risk losing customers to those that do.Pers

29、onalizing the customer experience at scale is also a challenge.Retailers need to gather and analyze customer data,integrate it with their systems,and use it to deliver personalized interactions across all touchpoints.This can be a complex and time-consuming process that requires significant investme

30、nt in technology and expertise.The Talkdesk Open API gateway and framework allow retailers to bring together the most important customer data to fuel personalization goals.Combining relevant customer data with the power of agentic AI through AI agents,retailers can accelerate personalization at scal

31、e.This means delivering tailored experiences,targeted offers,and proactive support to every customer,regardless of the channel.Customer experience analytics empowers retailers with insights and a comprehensive performance view that allows them to track key metrics,identify trends,and uncover areas f

32、or improvement.Real-time dashboards and customizable reports help businesses make data-driven decisions to enhance efficiency,personalize customer interactions,and drive better outcomes.ChallengeSolution20%11V.Unifying the online and offline experienceCustomers expect a consistent and connected expe

33、rience,whether theyre browsing online or visiting a physical store.Welcome back Tom!12Customers want connected online and offline journeys,with their preferences and history recognized across all touchpoints.They want to browse products online,pick them up in-store,or return online purchases in pers

34、on and receive the same personalized service.Many retailers struggle to bridge the gap between their online and offline operations due to siloed systems,inconsistent data,and fragmented communication.Finding different pricing,promotions,or product availability depending on whether theyre shopping on

35、line or in-store,repeating information,or starting over when switching between channels leads to frustrating and disjointed experiences.Lack of consistency damages brand perception and customer trust,impacting loyalty and revenue.Retailers must find a way to unify the online and offline experience t

36、o create a seamless and consistent journey for their customers.Service directories empower retailers to unify online and offline experiences.A centralized hub gives contact center associates and chatbots contextual information about all service pointsphysical stores,contact centers,and online resour

37、ces.Customers also get personalized details that go beyond traditional intent-based responses.With 24/7 support through AI and contact center associates,retailers guide customers to the most relevant offline channel based on location,needs,or available specialists.This includes precise store and ser

38、vice recommendations via geolocation,intuitive location selection using a visual map interface,comprehensive directories of services and specialists,and pre-built templates for AI-powered location search.ChallengeSolution Your order is in transit and was last updated yesterday.13ConclusionThe pressu

39、re on retailers to meet rising customer expectations while managing operational challenges has never been greater.Customers want personalized experiences,associates need better tools and support,and retailers need to drive revenue growth while controlling costs.Its a tall order,but the key to succes

40、s lies in implementing the right technology that supports a customer-centric culture and empowers associates with the right tools and insights.Talkdesk Ascend AI empowers retailers by seamlessly integrating with existing contact center solutions,ensuring superior customer experiences without the nee

41、d for disruptive system replacements.The platform,featuring Talkdesk Autopilot,Copilot,Interaction Analytics,and AI Trainer also integrates with both cloud and on-premises systems.It also democratizes AI access,eliminating the need for extensive data science teams and lengthy deployments.What truly

42、sets this platform apart is the Talkdesk Retail Experience Cloud powered by Talkdesk Ascend AI.Purpose-built for the retail industry,it offers tailored solutions to address the unique challenges retailers face.It leverages industry-specific AI models and best practices to help brands deliver persona

43、lized,efficient,and seamless customer experiences that drive loyalty and revenue growth.See how the Talkdesk Retail Experience Cloud AI-powered platform can elevate your customer service and drive brand loyalty!REQUEST DEMO14Talkdesk helps you exceed expectations,empower agents,and discover opportun

44、ities.Talkdesk is on a mission to rid the world of bad customer experience.With our cloud-native,AI-powered customer experience platform,purpose-built industry solutions,and extensible AI offerings,we empower enterprises in the cloud and on premises to deliver exceptional customer experiences that m

45、ake them more competitive,grow revenue,reduce costs,and provide operational efficiencies.Learn more and take a self-guided demo at .2025 Talkdesk,Inc.All Rights Reserved Worldwide.Unauthorized use,duplication,or modification of this document in whole or in part without the written consent of Talkdesk,Inc.is strictly prohibited.+1(888)743-3044 AI for customer experience excellence.