Customer service tech guide: Can AI rein in costs while enhancing the shopper experience?

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.