How AI Happens Exploring Retail in AI with Freshworks CMO Mika Yamamoto & Sama VPM Lisa Avvocato
We explore the current trends of AI-based solutions in retail, what has driven its adoption in the industry, and how AI-based customer service technology has improved over time. We also discuss the correct mix of technology and humans, the importance of establishing boundaries for AI, and why it won't replace humans but will augment workflow. Hear examples of AI retail success stories, what companies got AI wrong, and the reasons behind the wins and failures. Gain insights into the value of copilots, business strategies to avoid investing in ineffective AI solutions, and much more. Tune in now!
Key Points From This Episode:
- Learn about Lisa and Mika's backgrounds in retail technology and AI-based solutions.
- Hear how AI has become more accessible to businesses beyond the typical tech giants.
- Explore how AI-powered chatbots and copilots have evolved to improve customer service.
- The Coca-Cola AI ad controversy and why oversight on AI-generated content is vital.
- Discover the innovative and exciting ways AI can be leveraged in the retail industry.
- AI success stories: Target’s AI copilot for employees and Nordstrom’s personalization tool.
- How AI is making the return process more efficient and improving inventory management.
- Uncover the multimodal connections of AI and how it will enhance customer personalization.
- Important considerations for businesses regarding the adoption of AI and the pitfalls to avoid.
Quotes:
“I think [the evolution] in terms of accessibility to AI-solutions for people who don't have the massive IT departments and massive data analytics departments is really remarkable.” — Mika Yamamoto [0:04:25]
“Whether it's generative AI for creative or content or whatever, it's not going to replace humans. It's going to augment our workflows.” — Lisa Avvocato [0:10:46]
“Retail is actually one of the fastest adopting industries out there [of] AI.” — Mika Yamamoto [0:14:17]
“Having conversations with peers, I think, is absolutely invaluable to figure out what's hype and what's reality [regarding AI].” — Mika Yamamoto [0:30:19]
Links Mentioned in Today’s Episode: