AI & Automation: Page 2


  • Products are displayed at a Bath & Body Works store on June 12, 2024 in Hayward, California.
    Image attribution tooltip
    Justin Sullivan via Getty Images
    Image attribution tooltip

    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
  • AI chat prompt
    Image attribution tooltip
    Tero Vesalainen via Getty Images
    Image attribution tooltip

    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
  • Woman displays an app to rate your experience at a store. Explore the Trendline
    Image attribution tooltip
    Hispanolistic via Getty Images
    Image attribution tooltip
    Trendline

    Top 5 stories from CX Dive

    The top stories from CX Dive look at customer experience trends, generative AI use cases and the components of a good tech stack.

    By CX Dive staff
  • The Salesforce logo is seen at Salesforce Tower on December 1, 2020 in San Francisco, California.
    Image attribution tooltip
    Stephen Lam via Getty Images
    Image attribution tooltip

    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
    Image attribution tooltip
    Sitthiphong via Getty Images
    Image attribution tooltip

    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
    Image attribution tooltip
    Courtesy of Target
    Image attribution tooltip

    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 bright yellow sign against a blue roof says "Best Buy" in bold black letters.
    Image attribution tooltip
    Daphne Howland/CX Dive
    Image attribution tooltip

    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
  • A headset hangs on an empty call center cubicle
    Image attribution tooltip
    William Thomas Cain / Stringer via Getty Images
    Image attribution tooltip

    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
  • 18-year Supreme Court terms
    Image attribution tooltip
    Andrew Harnik via Getty Images
    Image attribution tooltip

    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.
    Image attribution tooltip
    Joe Raedle / Staff via Getty Images
    Image attribution tooltip

    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.
    Image attribution tooltip
    Harbucks via Getty Images
    Image attribution tooltip

    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
  • Person in the grass.
    Image attribution tooltip
    Courtesy of ThredUp
    Image attribution tooltip

    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.
    Image attribution tooltip
    Laurence Dutton via Getty Images
    Image attribution tooltip

    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
    Image attribution tooltip
    Courtesy of Amazon
    Image attribution tooltip

    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.
    Image attribution tooltip
    Courtesy of Taco Bell
    Image attribution tooltip

    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.
    Image attribution tooltip
    Justin Sullivan via Getty Images
    Image attribution tooltip

    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
    Image attribution tooltip
    gorodenkoff via Getty Images
    Image attribution tooltip

    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.
    Image attribution tooltip
    Michael M. Santiago via Getty Images
    Image attribution tooltip

    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
    Image attribution tooltip
    Stephen Lam via Getty Images
    Image attribution tooltip

    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
  • Two mobile phones on Amazon's app featuring Rufus AI assistant.
    Image attribution tooltip
    Courtesy of Amazon
    Image attribution tooltip

    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
  • A customer service or call center employee sits at a desk while using a laptop, headset with microphone and monitor.
    Image attribution tooltip
    alvarez via Getty Images
    Image attribution tooltip

    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
  • 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.
    Image attribution tooltip
    Leon Neal via Getty Images
    Image attribution tooltip

    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
  • A customer uses a chatbot on their phone
    Image attribution tooltip
    NicoElNino via Getty Images
    Image attribution tooltip

    Customers’ trust in AI is dismal, but that shouldn’t dissuade service leaders

    Most customers don’t want AI in customer service, Gartner found, but smart implementations and readily available agents can help build trust.

    By July 15, 2024
  • A Samsung flag flies outside the Samsung office on August 25, 2017 in Seoul, South Korea.
    Image attribution tooltip
    Chung Sung-Jun via Getty Images
    Image attribution tooltip

    Samsung turns to AI to bridge the customer intent service gap

    The technology can help inform an agent beforehand on the reason behind a call and provide callers with links to set up appointments.

    By July 11, 2024
  • A Upptäcka self-service kiosk in an Ikea store
    Image attribution tooltip
    Courtesy of Ingka Group
    Image attribution tooltip

    After installing self-service kiosks, Ikea says it can assist 6 times as many customers

    The Upptäcka self-service kiosks allow associates to spend more time helping customers with complex questions about home furnishing, the company said.

    By July 8, 2024
  • Attendees walk through an expo hall at AWS re:Invent 2023, a conference hosted by Amazon Web Services, at The Venetian Las Vegas on November 28, 2023 in Las Vegas, Nevada.
    Image attribution tooltip
    Noah Berger / Stringer via Getty Images
    Image attribution tooltip

    Amazon adds step-by-step guides to its AI assistant’s capabilities

    AWS is “trying to save agents time but also lower the cognitive load,” VP of Customer Experience Pasquale DeMaio told CX Dive.

    By July 2, 2024