TECH BUYER Apr 2019 - IDC Innovators - Doc # US43380518

IDC Innovators: AI-Enabled Commerce and Customer Experience in Retail, 2019

By: Ornella UrsoSenior Research Analyst, IDC Retail Insights, Andrea Sangalli


This IDC Innovators study profiles four notable vendors that leverage conversational commerce to improve customer experience in retail: Avaamo, Botbot.AI, Layer, and Red Ant. IDC Innovators are emerging vendors with revenues of more than $100 million and have demonstrated groundbreaking business models, innovative new technologies, or both.

"The growing number of consumer interfaces is generating an endless number of interactions between organizations and shoppers. Find ways to automate customer engagements; addressing multiple customer needs is becoming essential," said Andrea Sangalli, research director, IDC Retail Insights Europe and IDC European Customer Experience Practice co-lead. "AI-enabled conversational commerce tools and platforms enable retailers to support the scale of customer engagement, dynamically adapting tone, mood, and content while collecting new streams of behavioral data."



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