AI & Automation: Page 14

  • An individual interacts with an AI chatbot on a computer screen.
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    CX vendors say contact centers are getting a return on AI chatbot investments

    Sprinklr and Verint pointed to examples from retail, banking and healthcare that show improved results from contact center AI.

    By • Sept. 9, 2024
  • Three phones show people in dresses
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    Courtesy of Google
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    Google Shopping launches virtual dress try-ons in the US

    The generative AI-enabled feature is part of a larger effort to enhance the search engine’s ability to help shoppers buy apparel online.

    By Lara Ewen • Sept. 9, 2024
  • A closeup of a person holding a smartphone featuring the responses from an AI chatbot. Explore the Trendline➔
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    Trendline

    Generative AI

    In this Trendline, CX Dive explores how leaders are adopting generative AI in their CX practices.

    By CX Dive staff
  • Attendees visit the Google booth at CES 2023 at the Las Vegas Convention Center on January 06, 2023 in Las Vegas, Nevada.
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    Lawsuit alleges Google violated California privacy laws recording Home Depot customer service calls

    The class action suit alleges Google violated California law by recording and analyzing customers' calls to Home Depot customer service without prior authorization.

    By • Sept. 5, 2024
  • Perfect Corp. YouCam
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    Courtesy of Perfect Corp.
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    Virtual try-on offers more sales: Perfect Corp.

    The report found that 38.4% of respondents identified virtual fitting rooms and try-ons as the most effective use case of AI and AR tech.

    By Xanayra Marin-Lopez • Sept. 4, 2024
  • Products are displayed at a Bath & Body Works store on June 12, 2024 in Hayward, California.
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    Justin Sullivan via Getty Images
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    Bath & Body Works to launch generative AI fragrance finder

    The retailer plans to leverage large language models and data to increase customer traffic and sales over time. 

    By Lindsey Wilkinson • Sept. 3, 2024
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    Business satisfaction with AI, automation solutions and services languishes

    The gap in customer satisfaction scores stems from a disconnect between technology expectations and reality, ISG found.

    By • Aug. 30, 2024
  • The Salesforce logo is seen at Salesforce Tower on December 1, 2020 in San Francisco, California.
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    Stephen Lam via Getty Images
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    Salesforce bets on generative AI agents as the future of customer service

    The Agentforce platform, which will publicly launch in October, has found success among early adopters, CEO Marc Benioff said.

    By • Aug. 29, 2024
  • A person talks to a chatbot on their phone
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    How chatbots can personalize self-service interactions

    Generative AI chatbots are well-suited to draw on customer metadata and company knowledge bases to personalize self-service experiences.

    By • Aug. 26, 2024
  • A Target storefront with the company's signature red color scheme and bullseye logo
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    Courtesy of Target
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    Target’s self-checkout, generative AI efforts contribute to increased traffic

    The retailer’s self-service experiments are speeding up purchases, while a chatbot helps associates assist customers, executives said.

    By • Aug. 22, 2024
  • A headset hangs on an empty call center cubicle
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    William Thomas Cain / Stringer via Getty Images
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    Consumers frustrated by inability to switch from self-service to live agent, survey finds

    Most customers have had a poor experience with a chatbot or interactive voice response system, in many cases due to the inability to reach a live agent, according to a survey by Verint.

    By • Aug. 20, 2024
  • A bright yellow sign against a blue roof says "Best Buy" in bold black letters.
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    Daphne Howland/CX Dive
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    Best Buy launches AI-powered delivery tracking

    The company joins the growing ranks of retailers that are tapping AI to enhance the shopping experience.

    By Nate Delesline III • Aug. 20, 2024
  • 18-year Supreme Court terms
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    Andrew Harnik via Getty Images
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    CFPB to scour banks’ chatbot use in White House initiative

    A year after its order to fight "junk fees,” the CFPB is tasked with rooting out time-wasting “doom loops.”

    By Dan Ennis • Aug. 16, 2024
  • A sign hangs near a Walmart store.
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    Joe Raedle / Staff via Getty Images
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    Walmart used AI to crunch 850M product data points and improve CX

    “We're finding tangible ways to leverage generative AI to improve the customer, member and associate experience,” Walmart CEO Doug McMillon said.

    By • Aug. 15, 2024
  • Group of senior members at an enterprise discussing technology strategy and aligning business priorities.
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    How costs, ROI shape generative AI adoption plans

    Elusive returns clouded the technology’s initial hype. Executives and analysts are now putting the focus back on costs and use case fit.

    By Lindsey Wilkinson • Aug. 15, 2024
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    Courtesy of ThredUp
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    ThredUp debuts AI search, chatbot tools

    The recommerce company said the tools are designed to understand natural language and visual cues to help customers get more personalized results.

    By Tatiana Walk-Morris • Aug. 9, 2024
  • A closeup of a person holding a smartphone featuring the responses from an AI chatbot.
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    The biggest challenge of AI? Bringing along wary customers

    As more and more businesses adopt AI in customer service, employees say maintaining customer trust is a primary hurdle.

    By • Aug. 9, 2024
  • A customer scanning their phone at an Amazon Just Walk Out terminal
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    Courtesy of Amazon
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    Amazon’s checkout technology is getting an AI upgrade

    Just Walk Out is rolling out an advanced AI model the e-commerce giant says will make its system more accurate and efficient, and less costly to implement.

    By Jeff Wells • Aug. 2, 2024
  • An image of a drive-thru digital menu board with a Taco Bell restaurant with white and purple paint in the background.
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    Courtesy of Taco Bell
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    Taco Bell to deploy drive-thru voice AI to hundreds of US locations

    The technology is part of Yum’s ongoing strategy to create a digital ecosystem that can improve operations and boost profits. 

    By Julie Littman • Aug. 1, 2024
  • The eBay logo is displayed outside company headquarters.
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    Justin Sullivan via Getty Images
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    EBay’s AI investments fuel streamlined experiences for buyers and sellers

    Tools, like Shop the Look, help buyers find inspiration by showing multiple items together, while Magical Listing streamlines the listing process for sellers.

    By • Aug. 1, 2024
  • A customer pays for a purchase at a clothing store
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    In-store experience wins out as customers want to see and touch purchases

    Customers value associate’s advice, particularly for luxury goods, while they feel frustrated by chatbots’ inability to resolve customer service inquiries.

    By • Updated July 26, 2024
  • The exterior of the new Google headquarters in New York City.
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    Michael M. Santiago via Getty Images
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    Google sees potential for generative AI to boost CX while saving money

    The technology’s applications are broad enough to benefit customers and the bottom line at the same time, according to CEO Sundar Pichai.

    By • July 24, 2024
  • The Salesforce logo is seen at its headquarters in San Francisco
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    Stephen Lam via Getty Images
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    Salesforce launches customer-facing generative AI assistant

    The chatbot draws on large language models to better interpret customer context and autonomously determine the next best action.

    By • July 17, 2024
  • A customer service or call center employee sits at a desk while using a laptop, headset with microphone and monitor.
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    Generative AI will lead to fewer agents with more advanced skill sets, Forrester finds

    Businesses will need to train employees and refine knowledge bases to prepare for the advent of generative AI, according to Forrester.

    By • July 17, 2024
  • Two mobile phones on Amazon's app featuring Rufus AI assistant.
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    Courtesy of Amazon
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    Amazon rolls out generative AI shopping tool Rufus to all US customers

    CEO Andy Jassy first mentioned the tool in February and said it marked “a significant customer experience improvement for discovery.”

    By Tatiana Walk-Morris • July 17, 2024
  • In this photo illustration, the home page for the OpenAI "ChatGPT" app is displayed on a laptop screen on February 03, 2023 in London, England.
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    Leon Neal via Getty Images
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    Businesses embrace virtual assistants, but lack of strategy and employee buy-in hinder success

    As businesses eagerly adopt intelligent virtual assistants with promises of cost savings and efficiency improvements, a core question lingers: Will the systems deliver ROI?

    By Rosalyn Page • Updated July 17, 2024