"There's no way we could personalize to that level on our own," Patel told Modern Retail. "Customers are responding better when the message is tailored to the item they were looking for and the stage of their shopping behavior that they're in, versus just getting generic messages."
According to Patel, the campaign saw a double-digit growth in engagement.
Salesforce reported an estimated $314.9 billion in global online sales, a new record, from Nov. 26 to Dec. 2. AI-based chatbots and product-recommendation features on retailers' websites – as well as tools that help human customer service agents generate responses – played some role in $60 billion of those sales, or about one in five orders, Salesforce said.
As AI gets more embedded into the shopper journey, as it becomes more intuitive and as shoppers are being introduced to newer tools, it's having a significant impact on retail.
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