2025人工智能（AI）在零售行业的五大核心用例研究报告

Top 5 AI usecases for retail. Table of contents Introduction03I.Manage high interaction volumes across all channels04 II.Retain associates06III.Maintain customer loyalty and drive repeat purchases08IV.Falling short of customer expectations10V.Unifying the online and offline experience12Conclusion14 Introduction Staying ahead of customer expectations requires more thantraditional tools—retailers need smart solutions to elevate thecustomer experience. Artificial intelligence (AI) is revolutionizingthe industry, particularly by autonomously handling everyday tasks,allowing humans to focus on what they do best: solving complexproblems and building lasting relationships. AI empowers retailers tocreate personalized, seamless journeys at scale, reduce operationalpressures, and turn every interaction intoan opportunity for loyalty and growth. in retail, showcasing how it helps retailerscreate exceptional customer experiencesand drive revenue growth. I. Manage high interactionvolumes across all channels Customers demand instant supportacross various channels, creatinga high volume of interactionsthat retailers struggle to manage,especially during peak season. Challenge Solution Impact AnAI-powered routing solutionautonomouslymanages and prioritizes interactions basedon real-time context, using natural languageconversation, to understand the request.Customers use their voice—not complex,rigid IVR menus—to describe their problemand are automatically routed to the mostappropriate resource, receiving an idealexperience, every time. Long waiting timeslead to frustrated customers,overwhelmed contact center associates, andpoor service. When customers have to wait fortoo long, their dissatisfaction grows, escalatinginto negative experiences that impact thebrand’s reputation. The combination of unhappycustomers and stressed employees creates anegative cycle that causes customers to abandonshopping carts, reduces repeat business,and drives them to switch to competitors. Talkdesk platform performance datafor retail customers found: reduction in automation90% development time* multiple channels and in multiple languages 24/7,delivering personalized, timely, and accuratesolutions to customer issues. They autonomouslyhandle routine tasks, reducing interaction volumesand freeing contact center associates to focuson more complex issues. Additionally, AI agentsseamlessly escalate complex issues to contactcenter associates, ensuring a smooth transitionand maintaining a high level of service. address customer issues during the initial contact,impacting first call resolution (FCR). Issues notsolved on the first attempt force customers tofollow up, leading to repeat interactions thatincrease contact volumes and create a backlogof unresolved issues. It also overloads contactcenter associates, further reducing their powerto provide FCR, and fueling the ongoing loop ofrepeat interactions and customer frustration. improvement in FCR*80% II. Retain associates 4.3%Industry separation rate Retailers struggle to keep contactcenter associates due to long handletimes, high associate turnover, andslow onboarding, which contributeto the industry’s separation rate of4.3%, significantly higher than the3.5% rate for all other sectors. Challenge Solution Impact Associate turnoverdrains resources on recruiting,hiring, onboarding, and training while disruptingthe ability to keep up with customer demand andsatisfaction. Losing experienced associates meanslosing valuable product knowledge and expertise,impacting service consistency. A unified, intuitivecontact center associatedesktopthat consolidates all the informationcontact center associates need into a single,easy-to-navigate interface, eliminating the needto toggle between multiple applications. Increased customer4.7 satisfaction scores out of 5. them to easily access the information they need,complete tasks more efficiently, and focus onproviding excellent customer service. and adapt to seasonal fluctuations, leadingto longer handling times and increased errors.Demanding work environments often contribute toassociates’ burnout and turnover, further strainingthe remaining associates, making it even harderto retain staff.Outdated legacy systemsadd to this frustration, with automated assistance, contextualrecommendations, and next best actions duringlive interactions helping them answer customerinquiries quickly and accurately. Additionally, itautomatically summarizes customer conversationsand selects dispositions, improving accuracy,reducing handle time, and helping contact centerassociates get results faster. Reduced headcount.25% as contact center associates find it difficult toresolve issues quickly. Meanwhile, customersface slow response times and poor service,which leads to churn, bad reviews, and damageto the brand. Replacing legacy systems is key toimproving the experience for both employeesand customers. III. Maintain customer loyaltyand drive repeat purchases