4 Successful Retailers Innovating their Technology

The modern retail revolution has pushed technological innovation to the forefront of retail priorities as brands attempt to keep up with enhanced consumer demands. These strategic investments can increase customer loyalty, provide cost benefits and open up new revenue opportunities. Appealing to the demands of the contemporary consumer, one who is drawn to a personalized, engaging, convenient and technology driven experience, is fundamental to success.

Implementing omnichannel, merging and blending online and in-store experiences and incorporating attractive and engaging personalized interactions are all avenues being pursued by some of the most innovative retailers today. Here are four examples of brands who are leading the way when it comes to successfully modernizing the shopping experience.

Innovation at a Leading Beauty Supply Brand

A leading beauty product specialist has executed an extremely successful omnichannel initiative which has bolstered both their online and in-store sales. They have effectively blurred the lines between the two by merging their ecommerce platform with their physical stores. This is essential considering that 75 percent of consumers expect consistent experiences across multiple channels (web, mobile, in-person, social), with 73 percent of customers likely to switch brands if that isn’t available.

The beauty retailer has achieved innovation by creating connected applications accessible in-store and on personal devices which allow the customer to engage with the product in a fast, fun and convenient way. While visiting the store, customers can engage with virtual reality technology which allows them to simulate trying on the product, while being presented with relevant information and other compatible product suggestions. The customer is also offered the option of connecting with social media, providing an opportunity to share their experience.

Faster Checkout at a Major Grocery Retailer

For grocery retailers, the biggest hurdles to customer satisfaction include scanning issues and checkout times. In fact, 88 percent of customers want their checkout experience to be faster. Implementing self-serve checkouts could potentially free up employees to focus on the customer, but these can have their own barriers. The same survey showed 45 percent of customers who choose not to use self-checkout do so because they have experienced technical and barcode difficulties.

Grocery brands also face pressure from online-only retailers who have rapidly entered the market. However, while these retailers have been successful, it is also true that 67 percent of customers have not purchased groceries online as they still prefer to pick fresh produce in person. For most retailers, this means finding a balance between online and physical.

One major grocery retailer is successfully overcoming the technological challenges disrupting customer experience by introducing an application that bypasses the checkout clerk altogether and allows payment to be made directly on the customer’s phone. Known as scan & go, this speeds up the checkout time and makes it easier for customers to get what they need from the store and get out quickly. Innovations at the checkout will continue to impact the retail industry as customers demand a faster and more convenient way to pay for their products.

Technology in Large Quick Service Restaurants

Quick service restaurants have also had success implementing mobile apps to improve the customer experience and free up employees who would otherwise be standing at the cash register. One leading chain restaurant, having implemented a personal device application for payment, saw 27 percent of all transactions in-store being processed through the application in 2017. Since then, they have continued to implement new solutions, including recently introducing voice ordering and augmented reality in some locations.

Identification and involvement with the product is a crucial technique to gaining customer loyalty, as 80 percent of consumers desire to be engaged with the product they are buying and prefer to shop at brands which offer that. The brand’s augmented reality technology allows customers to engage and connect with the brand by being able to peer inside the production machinery and read details about the process. The brand further engages the customer by encouraging them to participate in collecting virtual badges as they experience the store and then share their experience on social media platforms.

Personalization at a Specialty Footwear Retailer

Similarly, a specialty footwear retailer has taken personalization and engagement of their product in interesting directions. They have turned after-hour window display shopping into an interactive, informative process which allows the customer to browse through products on a display. This allows them to access information, see the products on a virtual interactive mannequin and to save products of interest on their smartphones for later. Behind the scenes they have made it possible for customers to personalize the product itself, allowing for selection of design features for online ordering.

They have started implementing 3D printing technology that allows for on-demand production and avoids unnecessary overstock waste. The technology also has huge potential for tailoring their product to cater to the customer’s individual foot shape. This technology will make its way into stores soon, providing the ultimate customization experience and creating a competitive advantage over other brands.

Technology is Helping Retailers Continue to be Successful

Investing in strategic technology is a win-win for any retailer looking to grow and stay competitive. Technological innovation can benefit retailers in the form of increased customer loyalty and attachment with the brand, reduced costs and new revenue. The benefits are plenty, when technology is integrated with the customer in mind.

Source: http://compucom.com/blog/4-successful-retailers-innovating-their-technology

2023 Buyers Guide

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Artificial Intelligence

Page: 12

1.)

Acqueon Technologies Inc. Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.

2.)	Aculab Answering Machine Detection Answering Machine Detection (AMD) enables you to determine the receiving side of an outgoing call and tailor your call flow accordingly. With AMD you can determine if a human, answering machine or fax machine has picked up an outbound voice API call.

3.)

Agara Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls. Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

4.)

Aktify Aktify Aktify is personalizing interactions between brands and consumers at scale with machine learning. It allows contact centers to offload their leads that are not responding to agents to Aktify where AI will be used to follow up through SMS until the customer is ready to talk to an agent. Aktify produces something out of nothing, as typically unresponsive leads are not focused on.

5.)

Balto Software Inc Real-time call guidance and post call data analytics Balto Software is a provider of real-time intelligent call support and coaching. Our software solution leverages artificial intelligence to listen to both sides of a call and deliver mission-critical information and feedback to sales representatives immediately. Our solution is fully customizable and our current customers include sales teams and customer service groups in sectors ranging from debt collections to healthcare and home improvement.

6.)

Call Adapt Soundboard Software Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

7.)	Cognigy Cognigy.AI Cognigy.AI is a Conversational AI Automation platform that enables enterprises to easily create and operate AI-powered virtual agents to automatically handle calls and chats from customers and employees.

8.)

Consilium Software Consilium UniChAI™ Contacting customer service can often be a challenging experience with waiting on hold forever being one of the top reasons for client dissatisfaction. Furthermore, repeating information that was already provided to a chat agent, and generally spending too much time getting answers to questions can all lead to a lengthy, and often frustrating, customer journey. With unlimited scalability, enterprise-level security, and best-in-class data privacy features, UniChAI™ is a conversational AI platform which is playing an important role in improving some of these aspects of customer experience (CX) through chatbots – which are intelligent and natural-language virtual assistants meant to augment a c... (read more)Contacting customer service can often be a challenging experience with waiting on hold forever being one of the top reasons for client dissatisfaction. Furthermore, repeating information that was already provided to a chat agent, and generally spending too much time getting answers to questions can all lead to a lengthy, and often frustrating, customer journey. With unlimited scalability, enterprise-level security, and best-in-class data privacy features, UniChAI™ is a conversational AI platform which is playing an important role in improving some of these aspects of customer experience (CX) through chatbots – which are intelligent and natural-language virtual assistants meant to augment a contact center’s agent-assisted service. These chatbots are able to recognize human text chat and speech and understand the caller’s intent without requiring the caller to converse in specific phrases. Callers can perform tasks such as changing a password, requesting a balance on an account, or scheduling an appointment, without the need to speak to an agent. UniChAI™ is designed to deliver a personalized customer experience across any application, device, or channel, with an advanced bot and virtual agent to recognize customer intentions. While most chatbots try to mimic human interactions, UniChAI™ is more than a chatbot – it keeps interactions intuitive and repeatable, using consistent features and helping enterprises to answer and resolve a high percentage of their routine customer inquiries without any human intervention, resulting in increased productivity and efficiency, and certainly a shorter waiting time in queue. UniChAI™ allows contact centers to create intelligent conversational chatbots, and turn their contact flows into natural conversations that provide personalized experiences for callers. Using the most advanced AI technology, a chatbot powered by UniChAI™ can be attached to a non-voice contact flow to recognize the intent of the caller, ask follow-up questions, and provide answers. UniChAI™ maintains context and manages the dialogue, dynamically adjusting the responses based on the conversation, so that contact centers can perform common tasks and address many customer inquiries through self-service interaction with the bot. Benefits at a glance • Personalizing the customer experience: UniChAI™ serves as a virtual assistant, providing real-time context and advice to the agent, making customer and agent interactions more effective as the most relevant customer interaction history is presented to the agent. • 24x7 availability: Customer service is all about convenience, that is services being available 24 hours a day, 7 days a week. UniChAI™ chatbot can deliver self-service to clients round the clock, by filling in those hours when your contact center is not staffed. • Improving Customer Satisfaction: Using the advanced capabilities of Artificial Intelligence (AI), UniChAI™ understands the context and sentiment of the customer query to respond back quickly, thus, reducing operational costs and resulting in greater levels of customer satisfaction. • Easy to Use: UniChAI™ provides an easy-to-use console to create chatbot or conversational interfaces in minutes. • Seamless 3rd-Party Integrations: UniChAI™ provides built-in integrations with 3rd party CRM’s or applications using REST APIs. • Cost-effective: With UniChAI™ there are no upfront costs or minimum fees. Contact centers and technology partners can avail Consilium’s pay-as-you-go pricing, which makes it a cost-effective way to step into conversational AI capability.

9.)

ContactEngine ContactEngine ContactEngine connects conversations across entire customer journeys with One Voice delivering exceptional CX and demonstrable business value for organizations around the world. ContactEngine provides proactive customer service by helping your customers through the channels they’re most comfortable with. It aims to contact your customer before your customer contacts you.

10.)

Daisee Daisee Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better. Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-... (read more)Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better. Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-the-customer. Unlike legacy speech analytics providers that simply transcribe audio to text and use ‘word spotting’ (i.e building a database of synonyms for every use case - ‘angry’ and ‘manager’ as well as ‘upset’ and ‘supervisor’ and simply spotting for those words), the engine has proprietary use of its sentiment language – a University innovation developed at Daisee, resulting in far more accurate transcription, enabling derivation of the context of a conversation. The Programmable Scorecard™ scores every call, and automatically activates a workflow for low-scoring, high-risk calls in near-real-time so they can be immediately reviewed and remediated. As the solution is pre-trained out of the box, deployment is a matter of weeks, not months and there is no setup or professional services fees – just a straightforward SaaS based pricing model. Ensure 100% of your phone interactions are not only monitored but also analyzed and scored with high-risk calls triaged for fast review and remediation.

11.)

eGain Corporation Automate the routine and boring and augment the interesting with eGain AI (Artificial Intelligence). eGain is a pioneer in AI for contact center customer service and customer engagement and has developed cutting-edge technology as also best practices and proven use-cases over the last two decades. eGain’s patented Case-Based Reasoning (CBR) technology, called Guided Help, is a simple but powerful AI technology used to find answers to customer issues, and for process guidance and decision making. Along with Knowledge and Analytics, Artificial Intelligence forms the core of the eGain Customer Engagement Hub platform and its omnichannel and digital-first capability.

12.)

eGain Corporation eGain Knowledge+AI eGains omnichannel customer engagement solutions power digital-first experiences for leading brands. Infused with AI, machine learning, knowledge and analytics, our award-winning platform helps clients automate and optimize customer journeys via virtual assistance, messaging, social, mobile, web, and contact centers.

13.)	Emmersion Automated Language Testing Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

14.)

enthu.ai Conversational AI We help you automate your QA program using artificial intelligence. Why just listen to 6 calls when you can listen to 100% of your calls that too without adding any additional resources. We empower QAs to get to the right calls, find coaching and training opportunities and improve overall Customer experience.

15.)

Eudata Convy.AI Scale up your business using Convy AI, the artificial intelligence that acts like a human helping enterprises to better interact with their clients and agents to be focused on the value added transactions. Convy.AI is used to support, entertain and simplify the experience of million of customers every month. Convy.AI understand natural language (but supports also button based UIs), simply integrate many front end (chat, email, whatsapp, IVR, Alexa, google home, ...) and it's zero code admin interface enables everybody to manage conversations.

16.)

ExecVision ExecVision is a conversation intelligence platform built to drive human behavior change which positively impacts individual, team, and organization performance. The software ingests, transcribes, and analyzes conversations to provide actionable insights for coaching, upskilling, and more informed decision making. Sales, QA, customer success and support teams use ExecVision to create a consistent experience across the customer journey.

17.)

Koopid KoopidAI Most customer-facing interfaces make it the end user’s job to figure out how to navigate and find their way to where they need to be. This is true of websites and mobile apps as much as it of touch-tone IVRs. The interface is usually designed for the most generic of uses; and because making changes is expensive and time-consuming, these interfaces tend to be inflexible with regards to evolving times, use cases or user needs. AI can help create user interfaces that are adaptable and personalized. Advances in Conversational AI make it possible to interact with the user in natural language. Many IVRs are being re-configured to work this way and businesses are also introducing text-based cha... (read more)Most customer-facing interfaces make it the end user’s job to figure out how to navigate and find their way to where they need to be. This is true of websites and mobile apps as much as it of touch-tone IVRs. The interface is usually designed for the most generic of uses; and because making changes is expensive and time-consuming, these interfaces tend to be inflexible with regards to evolving times, use cases or user needs. AI can help create user interfaces that are adaptable and personalized. Advances in Conversational AI make it possible to interact with the user in natural language. Many IVRs are being re-configured to work this way and businesses are also introducing text-based chatbots. An even more powerful technique enables AI to manipulate the visual aspects of the user interface as well. Imagine interacting with what seems like a just-in-time mobile app or web-site, created just for you - the user - and optimized for exactly the problem you are trying to address at this moment. A Conversational UI, as it were. Deploying Conversational UI’s can dramatically improve rates of self-service, reduce call volumes and greatly simplify the customer experience. Further, integrating a Conversational UI into a natural language IVR and providing a seamless experience across channels can enable intuitive and personalized experiences that are truly delightful. And in an era where customer loyalty is closely co-related with the quality of experience, that is a game changer for the business as well.

18.)	LivePerson Automate up to 70% of messaging conversations on your website, SMS, Facebook Messenger, Apple Business Chat, WhatsApp and more. LivePerson has a complete solution to create, manage, and optimize bots for businesses of all sizes.

19.)

Master of Code Conversational AI Solution Conversational AI Solution offers the next wave of customer and employee experiences through business preferable digital channels: website and mobile chat, mobile app, SMS, Facebook Messenger, WhatsApp, Google RCS, Apple Business Chat, Amazon Alexa, Slack, Microsoft Teams. Our Conversational AI Solution enables brands to easily help customers to do self-service to increase their containment rates and save time and money. How we create conversational experiences: Virtual Assistants/Bots: Chat or Voice. Customer self-service helps to save you money, time and boosts your containment rate. Conversation Design. A user-centric conversation design methodology that converts and retains yo... (read more)Conversational AI Solution offers the next wave of customer and employee experiences through business preferable digital channels: website and mobile chat, mobile app, SMS, Facebook Messenger, WhatsApp, Google RCS, Apple Business Chat, Amazon Alexa, Slack, Microsoft Teams. Our Conversational AI Solution enables brands to easily help customers to do self-service to increase their containment rates and save time and money. How we create conversational experiences: Virtual Assistants/Bots: Chat or Voice. Customer self-service helps to save you money, time and boosts your containment rate. Conversation Design. A user-centric conversation design methodology that converts and retains your customers Intelligent Analytics. Real-time bot performance and actionable consumer behavior analytics

20.)

Mediatel Data Srl Contact Center Solution AI-Driven Mediatel Research and Development team developed Artificial Intelligence Engine, part of the Contact Center platform, suitable for vocal interactions using Natural Language Processing modules and digital interactions, used in chat sessions, for chat bots, email management for email dispatching or text messages.

 

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