The rise of AI in the retail industry is driven by more than just cost-cutting measures. While some retailers are replacing human workers with AI to reduce labor expenses, the real force behind this automation trend is the value of data. Unlike human employees, AI bots can collect and analyze vast amounts of data from customer interactions, providing valuable insights for businesses.
Retail AI bots automate data collection by recording every customer interaction and storing it in a database. This data includes details such as greetings, tone, responses to customer questions, and financial outcomes. Depending on ethical considerations, AI bots can also collect additional information about customers, such as age, gender, body type, and appearance.
By replacing humans with bots, businesses can eliminate the need for employees to possess and retain data as expertise. Instead, all the data can be directly stored in electronic vaults, allowing for more comprehensive analysis and insights.
Furthermore, AI bots can use the collected data to personalize customer interactions in real-time. By profiling customers based on past data, bots can adjust their behavior and provide a tailored experience. This continuous feedback loop between bots and data enables businesses to optimize touchpoints and influence customer perceptions and decisions.
The ultimate goal for businesses is to become equations that AI can solve. A fully digitized business that operates on smooth data loops can constantly refine its operations using AI algorithms. These algorithms can provide granular insights and suggest optimizations that may increase profits, even if the reasons behind these improvements are not fully understood.
Customers may find themselves in a peculiar position as businesses become more agile and anticipate their needs. Companies like Google, YouTube, Amazon, Facebook, and TikTok have already demonstrated the effectiveness of algorithmic-driven experiences. Retailers want to replicate this success by leveraging AI to enhance customer interactions.
While it’s difficult to determine which retail jobs will be replaced by AI first, a guiding principle is that AI thrives on data. Jobs that involve high-volume data or where data doesn’t significantly impact service delivery are more likely to be targeted for automation. On the other hand, jobs that don’t require excessive data handling may be safe for now, but could still be subject to AI-driven cost-saving measures in the future.
