"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."
""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.""
"AI is also generating professional-quality images of used instruments, instead of setting up studio lighting in stores, he added. "What are we trying to do? Free up time for associates," said Dalporto. "They can spend more time with our customers, and we can unchain them from the cash register [and] make them way more knowledgeable and more productive.""
Guitar Center faces uneven staff expertise, limited availability when multiple customers need help, and time-consuming manual tasks like photographing used instruments and processing tax-exempt sales. The company deployed AI tools such as a customer-facing chatbot (Rig Advisor) and a simulated training tool (Pitch Practice) to assist customers and train employees. AI automates complex tax-exempt transaction processing across state laws, reducing completion time from roughly two hours to minutes. AI also generates professional-quality used-instrument images and is being integrated into call centers and software development to free associates for more customer-facing interactions.
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