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... I believe AI agents will be a significant help to global retailers who operate in multiple languages. This opens up a whole new world where retailers do not necessarily need to hire agents based solely on their language skills...
have something to say, it is quite often more accessible to articulate it verbally than to type it out. As an example, if retailers shift to using voice AI assistance, consumers and shoppers will be able to directly communicate with these AI agents to discuss their issues. The AI agent will then respond in a nice, natural way, all while providing detailed explanations. If it still cannot resolve the issue, it can seamlessly just hand over the interaction to a human agent.
“ Furthermore, I believe AI agents will be a significant help to global retailers who operate in multiple languages. This opens up a whole new world where retailers do not necessarily need to hire agents based solely on their language skills, as they now have AI agents that are able to speak a variety of languages and support their diverse clientele effectively,” she highlights.
The retail sector has an exciting future ahead, driven by ever-evolving technologies designed to streamline the customer experience. However, while AI is omnipresent across every system and platform, Michelle emphasizes to retailers the importance of not buying any AI solution just for the sake of technology alone.“ Rather than doing that, retailers should develop a strategic game plan to clarify what they are working towards. Once they have defined what they want to achieve, they can select the tools that will empower them to deliver those results. Today, many customers are starting to use tools like ChatGPT for research, which means that retailers must position themselves similarly to how they adapted when Google became the next best search engine. This will ensure that they remain competitive against other brands.
“ Other factors retailers should consider when it comes to AI include hyperpersonalization. Indeed, consumers now expect a higher level of personalization than just emails that mention their names. Instead, they want hyper-tailored experiences, with brands that know their specific needs and preferences and send them promotions based on where they live. For example, if I were a Sephora customer, I would expect them to know that I have sensitive skin and that I need anti-wrinkle cream. This level of personalization is what customers are seeking, and it’ s a trend that I think retailers need to look at,” she adds.
Having already shared numerous invaluable insights, Michelle concludes our interview with one crucial message for all readers to take into account:“ Customer experience has traditionally been viewed as a cost center, but leading retailers need to start recognizing their customer support as a profit center. To successfully embrace this shift, retailers should engage proactively with their customers through platforms like WhatsApp or in-app messaging, fostering a relationship that encourages loyalty and increased sales. It is no longer sufficient to provide reactive support; instead, adopting a proactive approach will encourage customers to purchase from them and remain loyal over the long term.” ■
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