There’s no doubt that the tech industry experiences more paradigm shifts than most, thanks to rapid advances that are triggered by humans and accelerated by the ability of intelligent machines to educate themselves. While the principles of AI have been around for years (the Turing test was devised in 1950), the advent and unprecedented rise of AI-powered tech, including the much-discussed language model ChatGPT , has brought its capabilities into sharp focus and caused a fundamental shift in the way we think about and interact with technology.
Having just returned from GITEX Global Dubai, the largest tech expo in the world with more than 6,000 exhibitors and around 180,000 visitors, it’s clear from the conversations we had with business leaders from around the globe that AI and its transformative potential goes beyond simply being a ‘hot topic’. It’s central to tech strategies across all industries, whether as an active project or, at the very least, a key consideration.
Intelligent retail experiences
So what does this mean for the retail industry in particular? The prioritisation of customer experience has led customer success leaders to consider how new AI-powered tools could become a source of support, inspiration and, ultimately, increased sales for store associates.
And suggestions for messaging using a natural language model AI such as ChatGPT can be really effective in generating proactive ideas of what store associates could be sharing with customers and creating natural, engaging messages, allowing them to focus on providing a warm, caring, person-led experience.
Levelling up
But the potential of AI-powered experiences goes beyond messaging and automation – with the right smart engine behind retail data, it’s possible to take control of it and radically upgrade how store associates interact with technology, with the ability to quickly and easily access data from every customer touchpoint in a practical way which increases sales and supports every interaction.