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How Generative AI Will Improve E-commerce CX in 2023 and Beyond

To gain market share and maintain growth, e-commerce retailers must adapt their strategies to meet consumer expectations by creating instant, personalized connections throughout the online customer journey.

The emerging trend of conversational commerce, with help from generative AI, can transform how companies interact with their customers and redefine how customers shop online.

Conversational commerce uses messaging apps, chatbots and video chat to facilitate communication between businesses and customers, and it offers a convenient, efficient and fun shopping experience.

This playbook outlines how the right conversational commerce platform can help you improve customer and employee satisfaction. It will explore:

  • Signs that your self-service features need improvement
  • The ways in which AI is moving to the forefront of the online shopping experience
  • How generative AI can increase conversion by 10x and make customer service agents 10x more productive


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