"Some employees may know one genre or instrument type inside and out, but are deficient in other areas. Customers may walk into the store wanting an employee to help them, only to find the entire staff preoccupied with helping other customers. Or, in the past, store associates would spend a lot of time taking studio photos of used guitars to sell or manually processing sales-tax-free transactions."
"Dalporto sees AI as a key part of the company's toolkit in addressing some of the challenges that its roughly 13,500 employees across its 300-plus stores might encounter. This summer, the company launched a chatbot called Rig Advisor to help customers find the right products. And in November, it rolled out an employee training tool called Pitch Practice that simulates customer interactions."
"The retailer has also built AI tools for processing tax-free transactions, incorporating the different associated laws and regulations, Dalporto said. "If you're a nonprofit, you're allowed to buy sales-tax-free. There are 50 different sets of laws and regulations in 50 different states; it's very complicated, and it takes a long time," he added. "We've used AI to automate that entire thing, and it's gone from, like, two hours to a couple of minutes to do one of those transactions.""
Guitar Center identified gaps in store experience where employees often specialize in particular genres or instruments and customers sometimes find staff busy or unavailable. Associates previously spent significant time photographing used guitars and manually processing sales-tax-free transactions. The company launched a chatbot called Rig Advisor to assist customers and an employee training tool called Pitch Practice to simulate customer interactions. AI now automates complex tax-exempt transactions across 50 states, reducing processing time from about two hours to minutes, and generates professional-quality images of used instruments. The AI efforts are intended to free associates to spend more time assisting customers and increase productivity.
Read at Digiday
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