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Retailers embracing AI big time in next two years, reveals study

August 2, 2017

A hefty number of retailers, 87 percent, claim they will boost use of artificial intelligence for customer engagement strategies in the next two years.

Those AI technologies will include live chat, Facebook Messenger and Amazon Alexa, according to a new Linc and Brand Grarage research study, How AI Technology Will Transform Customer Engagement.

"The data provided by this survey is a clear indicator that the time is now for retailers to take action," said Luke Starbuck, vice president of marketing, Linc. "Sitting back and waiting to see what others do is not a defensible strategy and will not yield favorable results. Retailers need to act quickly to adopt AI technologies that will help them win and retain customers."

The study’s key findings include:

• 55 percent of retailers report customer service costs are rising.
• 44 percent of retailers will use a conversational commerce interface. One in five retailers already believe voice will be an important channel along with chat within two years.
• Retailers' use of AI will extend beyond routine customer service requests.

The online survey conducted by Brand Garage polled 104 senior level marketing and ecommerce executives from leading retail brands.