Incorporating AI-powered chatbots into online experiences gives marketers a greater range of options for serving customers – from fast, accurate, and consistent, to more nuanced and empathetic, depending on their need.
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As consumers seek out more personalised experiences online, retailers must find strategies for technology to take the volume while people take care of the value. Forrester predicts more than 25% of all US retail sales to occur online by 2024, a figure which poses a real challenge to retailers to change their business model to deliver world-class customer experiences at that scale.