Humanizing the AI experience for consumer goods and retail

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Customers are looking for context-aware AI. How can companies deliver?

As the COVID-19 crisis grips the world, the impact of AI on the customer experience is accelerating. As customers seek contactless or non-touch interfaces, numerous sectors have stepped up their digital and AI games. Consumer products and retail, for example, have seen the use of AI-powered delivery robots to get groceries and medicines to people subject to shelter-in-place orders.

From using AI for searching or browsing for information about products and services using voice assistants to making payments using AI/biometric scanners, customers are increasingly context-aware and have higher expectations. Consumer products and retail performance lags, with 55 percent of customers feeling unsatisfied. How can companies humanize the AI experience to continue to meet customer demands?

To help answer those questions, we surveyed more than 1,000 industry executives across eight major industries: banking, insurance, consumer products, retail, automotive, utilities, government/public services, and public-sector enterprises. We also conducted in-depth interviews with industry executives. Drawing on that research, this report examines several themes:

  • How have customers’ wants and needs evolved and have AI interactions lived up to their expectations?
  • How have organizations adapted AI applications, given changing customer needs and increasing concerns about avoiding issues such as bias and discrimination in AI systems?
  • How have customers been using AI in a COVID-19 world and how can organizations meet their needs?
  • How can companies create successful AI engagements?

Read our report:

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Three key consumer trends

Convenience

Health and safety

Focus on purpose

The appetite for online shopping
and convenience will continue
to accelerate post-lockdown.
With consumers becoming more concerned
about health and wellness, they will expect safer
in-store and last-mile practices from CPR
organizations in a post-pandemic scenario.

CPR organizations that embody a
sense of purpose and strong
sustainability credentials will see
greater consumer engagement.

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