AI & Automation: Page 3


  • A Rite Aid pharmacy storefront
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    Permission granted by Rite Aid
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    Rite Aid banned from use of facial recognition tech for 5 years

    The company’s “reckless” use of the technology harmed customers, the FTC said.

    By Nate Delesline III • Jan. 5, 2024
  • Workers on their computers at a contact center
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    VioletaStoimenova via Getty Images
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    Even with AI, human touch remains essential in customer service

    Though customers are comfortable with agents using AI to speed up inquires, they still want to talk to live humans, research found.

    By Dec. 21, 2023
  • Woman displays an app to rate your experience at a store. Explore the Trendline
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    Hispanolistic via Getty Images
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    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
  • A young person sits at a desk in front of a computer while a Christmas tree is in the background.
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    Krisada tepkulmanont via Getty Images
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    Most CX leaders are deploying AI to power their holiday experiences

    While the technology is in its infancy, retailers are already using chatbots and advanced personalization to remove some of the stress from the hectic holiday season.

    By Dec. 18, 2023
  • A man in a dark car at a Wendy's drive-thru that uses artificial intelligence to take orders
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    Retrieved from Wendy's on December 11, 2023
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    Wendy’s franchisees can pilot drive-thru AI in 2024

    Wendy’s FreshAI, a partnership with Google Cloud, used drive-thru chatbots to shave 22 seconds off average service times at an Ohio test site.

    By Julie Littman • Dec. 13, 2023
  • An image of an experimental McDonald's unit near Forth Worth, Texas
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    Courtesy of McDonald's
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    McDonald’s orders up data-powered CX improvements

    Information from hundreds of millions of customers will enable greater personalization and power smarter in-store generative AI features.

    By Dec. 12, 2023
  • antitrust enforcement
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    Chip Somodevilla via Getty Images
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    ‘Click to cancel’ proposed rule gets January FTC hearing

    The Federal Trade Commission seeks to crack down on automatically renewing subscriptions, a practice it says takes advantage of consumers.

    By James Pothen • Dec. 5, 2023
  • The cloud-shaped salesforce logo is shown on the side of a building, the company's headquarters.
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    Stephen Lam / Stringer via Getty Images
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    Salesforce boasts it is the ‘No. 1 AI CRM’

    With the booming popularity of Einstein GPT, Salesforce is leading the way in implementing AI into CRMs.

    By Dec. 1, 2023
  • Writing Lines Of Code On Desktop Computer With Multiple Monitors and Laptop in Creative Office
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    gorodenkoff via Getty Images
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    The ABCs of AI tools

    Here’s an easy guide to the major players in the generative AI market.

    By Lindsey Wilkinson • Nov. 30, 2023
  • Three people talking at a desk with a laptop.
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    standret via Getty Images
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    Consumer-focused AI to fuel CX innovation despite tight budgets, survey finds

    Leaders are under pressure to deliver standout content, and AI will enable them to do so despite monetary constraints.

    By Nov. 30, 2023
  • AWS CEO Adam Selipsky delivers a keynote address during AWS re:Invent 2023, at The Venetian Las Vegas on November 28, 2023, in Las Vegas, Nevada
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    Courtesy of AWS
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    Amazon connects generative AI to the contact center

    By using Q, the AWS generative AI enterprise chatbot, call agents can address customer needs without help from supervisors, the company said.

    By Nov. 30, 2023
  • Interior of the Roosevelt Field Shopping Mall
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    The image by Terry Ballard is licensed under CC BY 2.0
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    Simon introduces AI-driven holiday shopping tool

    The HolidAI Gift Finder experience will roll out at two properties — one in New York and another in California — this season. 

    By Tatiana Walk-Morris • Nov. 17, 2023
  • A person shops online
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    Urupong via Getty Images
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    4 principles for AI use in retail: NRF

    The organization is providing a framework to encourage the proper application of artificial intelligence technology, with an emphasis on consumer trust.

    By Tatiana Walk-Morris • Nov. 16, 2023
  • A person holds a smartphone with a product review icon on a website page.
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    ChadaYui via Getty Images
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    Coalition pushes to ‘stop fake reviews’ as they proliferate

    Amazon, Expedia, Glassdoor and others are cracking down on the widespread practice.

    By Nov. 15, 2023
  • Shoppers walk through the retail district near Oxford Circus in front of a Black Friday sign.
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    Leon Neal via Getty Images
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    Opinion

    How retailers can harness AI to transform Black Friday shopping

    Holiday shopping can be a stressful time for consumers and a single bad experience — like incorrect information online or shipping delays — can cause a brand to lose a customer for life. 

    By Riad Hijal • Nov. 10, 2023
  • A sign marks the location of a Warby Parker store on September 29, 2021 in Chicago, Illinois.
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    Scott Olson via Getty Images
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    Warby Parker invests in tech for holistic customer experience

    The vision care retailer is investing in its digital capabilities as it pursues a stronger tech stack, better user experiences and productivity gains. 

    By Lindsey Wilkinson , Nov. 9, 2023
  • A woman looks at her phone while shopping
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    Aja Koska via Getty Images
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    Grocers need to put the customer first to build trust in AI initiatives

    A dunnhumby study found that consumer trust in grocers’ use of AI is low, but putting experiences over the bottom line can assuage their concerns.

    By Nov. 9, 2023
  • Charles F. Lowery, Chairman and CEO, Prudential Financial, Inc., addresses an audience.
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    Olsen, Mark. (2019). [Photograph]. Retrieved from Flickr.
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    Prudential Financial leans on tech partnerships in a bid to improve customer service

    While it operates at a net loss, the company is working to enhance its sales and claims platforms.

    By Nov. 9, 2023
  • Shot of a young female call center agent.
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    mixetto via Getty Images
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    Generative AI finds a tentative home in customer service

    Businesses are still wary of using generative AI directly with consumers, instead choosing to deploy the technology with customer-facing employees.

    By Nov. 8, 2023
  • A customer service or call center employee sits at a desk while using a laptop, headset with microphone and monitor.
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    alvarez via Getty Images
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    In the age of self service, live agents remain a must-have

    Self-service tools can’t resolve every issue, and customers look for seamless transitions to define a good experience.

    By Nov. 7, 2023
  • A photo composite of a storefront with an image of live chat on a cellphone and a person shopping for products.
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    Photo illustration: Shaun Lucas/Industry Dive; Getty Images 

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    Deep Dive

    6 CX trends to boost ROI and retain customers

    The recognition that customer experience is essential to business performance has led to its boom. Across industries, companies are investing in solutions to enhance customer interactions and increase brand loyalty.

    By , Nov. 6, 2023
  • A headset hangs on an empty call center cubicle
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    William Thomas Cain / Stringer via Getty Images
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    Would you like to speak with a live agent? One-third of Gen Z, millennials say no.

    Younger generations increasingly don’t want to bother with customer service calls, and that attitude is trending upward for older consumers, too.

    By Nov. 6, 2023
  • Attendees walk through an expo hall during AWS re:Invent 2022, a conference hosted by Amazon Web Services, at The Venetian Las Vegas on November 29, 2022 in Las Vegas, Nevada. (
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    Noah Berger / Stringer via Getty Images
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    Amazon’s generative AI investments to fuel CX improvements, CEO says

    Generative AI is fueling better browsing experiences at Amazon and powering next-generation customer experience initiatives at AWS.

    By Nov. 1, 2023
  • Microsoft CEO Satya Nadella addresses shareholders during Microsoft Shareholders Meeting December 3, 2014 in Bellevue, Washington.
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    Stephen Brashear / Stringer via Getty Images
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    Microsoft leans on AI to power experiences across LinkedIn, Bing

    The technology giant is using AI tools to enhance search and personalization across its apps and social media platforms.

    By Oct. 31, 2023
  • The exterior of Dell's research and development facility in California
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    Justin Sullivan via Getty Images
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    Generative AI to power Dell’s self-service experience

    Automated issue resolution, self-service and hyper-efficient support aim to enhance customer experience.

    By Oct. 27, 2023
  • An image of Domino's and Microsoft headquarters.
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    Courtesy of Domino's/Microsoft
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    Domino’s, Microsoft partner to bring AI to restaurants, online ordering

    The two companies will work together to create technology with Azure OpenAI to help managers handle inventory, staff scheduling and customer experience, with the first iteration of the generative AI set to roll out by March.

    By Julie Littman • Oct. 3, 2023