用AI让每一位前线员工成为顶尖表现者：这就是物理零售中的人机协作样子

This is whathuman-AI collaborationin physical retail looks like. Exceptional frontline performance isn’t hired—it’s honed. See how AI is enabling everyin-store employee to become an incredible performer. Introduction 62% of frontline hiring managerscite applicant quality as their biggest challenge. With the candidatepool unlikely to change, the question facing leaders isn’t how to find better talent, but how toenable every employee to perform at the highest level. Retailers may not be able to control the talent pool, but they can remove the structural barriersstanding in the way of great performance: inconsistent training, fragmented systems, and complextools that make it difficult for employees to access the information and support they need toperform at their personal best. AI is emerging as a powerful solution, serving as the connective intelligence layer that linkssystems behind the scenes while serving up real-time, contextual answers for frontline workers.By surfacing the right knowledge and next steps in any scenario, AI is making top-tier performanceachievable for every employee. Let’s see how. When you level the playing field across theworkforce with AI, you uplevel performance andproductivity for the entire organization. Mark RustonGlobal Retail Lead,Capgemini Key retail challenges to address Attrition: Cost pressure: Turnover among in-store staffis rising, with attrition ratesexceeding60% for retailandmany times higher for QSR. Retailers face ongoing costinflation, but have limited roomto pass it on, as consumersstruggle with their own highcost-of-living pressures. Employee enablement: Customer experience: Store teams often strugglewith inconsistent training,limited coaching andfragmented access to SOPs,product information, pricing,and inventory data. Stores find it difficult tomeet customers’ heightenedexpectations for instantinformation, personalization,and omnichannel consistency. Exceptional frontlineperformance, powered by AI Top frontline performers move faster because they know what to do—and where to find answerswhen they don’t. AI brings that same capability to every employee, guiding actions, surfacinginformation, and enabling confident decisions in real time. While the applications for AI within retail stores are virtually limitless, here we explore threeexamples of frontline enablement in practice and how intelligent tools can help associates answerquestions, complete tasks, and resolve issues quickly and confidently, without relying on extensivespecialist knowledge. Predictivemaintenanceand self-serviceresolution Operations andadministration Customerservice and sales 1. Customer service and sales Human interaction is the foundation of in-store shopping. According to our most recent consumertrends report,What matters to today’s consumer, 3 in 4 shoppers welcome assistance fromemployees while in the store—but their satisfaction hinges on how well-equipped employees areto serve. The challenge today is that many of the in-store tools retailers deployed in recent years aredifficult to use and disconnected, making it difficult for in-store employees to answer questionsquickly, accurately and completely. For example, a store associate helping a customer may need toswitch between multiple systems to check inventory, locate a product in another store, or reviewpromotions—often while managing several other tasks at the same time. AI can serve as a unified interface, providing employees with instant access to knowledge frommultiple systems, enabling them to serve customers more quickly and confidently. Instead ofnavigating multiple platforms via mobile app, manual stockroom checks, or desktop computer,employees could simply ask a question, via voice-enabled headset tool and instantly receive onecomplete answer with information from all three systems. Used this way, AI doesn’t just provide answers in the moment, it helps employees build knowledgeover time. With consistent use, these tools can help people build the expertise and experiencethey need to function with greater confidence. 74%of shoppers valuehuman interaction duringin-store shopping Source:What matters to today’s consumer, 2026 2. Operations and administration Not every challenge on the store floor is customer-facing. Frontline employees also spend valuabletime each day on administrative tasks, such as logging help desk tickets, requesting shift changes,or searching for the right procedures. Advanced agentic AI tools can move beyond simply providing answers to employee questions totaking action on their behalf. For example, instead of requiring staff to log into the help desk portal to report an issue withtheir timecard, an AI agent can be directed to do so via an intelligent mobile chat tool. Or, if aPOS system stops working, a store associate could explain the issue to the AI assistant and let thein-system agent diagnose the issue and notify the appropriate support team. By automating or eliminatin