Retailers know that offering effective customer support is vital, whether via phone, chat or SMS text. But it’s also expensive and resource-intensive to maintain an army of agents, particularly with the current tight labor market. New technologies, especially generative AI, are promising greater efficiencies and savings, and many are delivering — but they’re always in a race with ever-rising customer expectations.
This Tech Guide will:
- Map the relationships between user experience (UX) and CX, and show how investments in these areas can lower customer service costs;
- Identify what AI-powered solutions already are accomplishing in this area; and
- Explore how AI, predictive analytics and customer data can be combined to improve customer service while lowering costs.
