By 2020, 85% of retail customer interactions will be managed by artificial intelligence using machine learning and other cognitive technologies. Machine learning is being used for pricing optimization, demand forecasting, content targeting, and product suggestions. Machine vision and image recognition enable visual search and augmented reality experiences that have led to unplanned purchases. Speech recognition and natural language processing allow for voice ordering, search, and virtual digital assistants for customer assistance and order taking. AI is enhancing customer relationship management systems to improve customer experiences.

1. Cognitive
Technology
Putting the AI
in retail

2. By 2020, 85% of retail customer
interactions will be managed by
artificial intelligence

3. Machine learning
37% of marketers
plan to use
machine learning;
more than half
current users say
ML has resulted in
demonstrable ROI
Pricing
optimization
Demand
forecasting
Content
targeting
Product
suggestions
Segmentation A/B
testing

4. Machine vision &
image recognition
Visual search AR / VR
Digital
merchandising
Checkout-free
stores
72% of those
who’ve used
AR have made
unplanned
purchases
because of it

5. Speech & voice
recognition & NLP
Voice
ordering
Voice-enabled
search
In 2015, 65% of
smart phone
users in the
USA were
using voice
assistants
72% of those
who’ve used
AR have made
unplanned
purchases
because of it

6. Virtual digital
assistants
Customer
assistance
Order taking
& fulfilment
Mobile digital
assistants
conduct $2b in
online shopping
by the end of
2016

7. AI-enabled CRM
AI-enhanced CRM systems, enabling
next-generation customer experiences.

9. www.plexure.com
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