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How Artificial Intelligence Chatbots Can Help Retail Call Centers

Retailers are using the call center to not only sell to and serve their customers, but also to deepen connections between customers and the brand, and to harness and build customer loyalty through.


As a result, growing numbers of contact centers are taking their CX game up a notch through the innovative use of artificial intelligence, chatbots, intelligent virtual agents, workflow automation, and omnichannel experiences.

The pandemic changed the way a lot of shoppers think about retail, and today they want more than just transactional experiences. Customers want retailers that are easy to do business with, that “get them,” and connect with them when and how they prefer. People are gravitating toward brands that prioritize service as much as selling products.

According to the Global Chatbots Market Research Report: Forecast 2021-2026, the market for chatbots that provide a more human experience using artificial intelligence is expected to achieve a compound annual growth rate of 24.1%.

Key Capabilities

Customers can look up their order status, check stock availability, or get answers to frequently asked questions such as return policies or shipping time. Capabilities include:


  • Voice
  • Speech recognition
  • Natural language processing
  • Text-to-speech
  • Voice biometrics
  • Sentiment analysis
  • SMS/messaging
  • Chat
  • Multilingual
  • Omnichannel
  • Third party chatbot solutions

Machine Learning + Artificial Intelligence + Natural Language Processing

Chatbots are continuing to make astonishing headway in the contact center, and if you haven’t seen a Five9 IVA demo, it is highly recommended. It shows the extent and the efficiency of the customer experience it provides.

The retail industry is continuing to take note of how well A.I. can serve as the front line for customer communications by delivering a fully automated, yet highly personalized, customer experience.

With self-service text and voice being the preferred form of communication for many customers especially among millennial and Gen Z shoppers, this is another channel that allows retailers to add a more human element through use of AI chatbots to what otherwise might have been an impersonal, one-sided, transactional moment. The customer still doesn't have to talk to anyone, yet it’s a more natural, conversational process.

These types of chatbots also effectively reduce call volume coming into the contact center, saving agents for customer inquiries that require a live agent. When shoppers wish to be connected to a live agent, it can be escalated through a simple request. Customers are routed based on the campaign or the nature of their question to ensure they reach the right person.

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Cloud-Based Agility

Moving to the cloud will allow for faster, easier deployments, seamless upgrades, flexible scalability, and reduced capital expenditures associated with on-premises systems.

Customize Solutions

Connected Journeys

The contact center should support customer journeys across web chat and social messaging apps like Facebook Messenger, WhatsApp, and others.

Connect Systems

Omnichannel Unification

Shoppers will be coming in from many different channels, so it will streamline the customer experience to route interactions using the same logic.


Customer Context

Agents must begin the conversation right where the customer left off online. When the customer’s needs are transferred to an agent in real time, your brand is creating a seamless transition from web to contact center. Remove customer stress, unneeded customer repetition, wasted time, and deliver a world-class customer experience.

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Customer relationship management (CRM) system integration can improve the shopper experience by using CRM data to find the last person spoken to, use shopper purchase history to find the best expert, etc. In addition, once the connection occurs, your staff can access past interaction history and CRM information to understand the customer’s journey and deliver a more personalized experience.


Artificial Intelligence (AI)

AI can deliver next- best-action recommendations and assist in responses that will improve conversion rates, increase shopping cart value, and speed up responses.

Agent-Expert Consultation

Real-Time Management

Supervisors should monitor messaging interactions in real time and assist if needed, even if they are not in the same location.

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AI & PCI Compliance

Intelligent virtual agents (IVAs) can automate payment processing across digital channels and reduce your compliance risk by collecting sensitive customer data without revealing it to a human agent. Make sure that the IVAs can easily integrate with your payment gateways.

Five9 Cloud Platform

To wrap this up, the Five9 Cloud Platform does all of the above including:


  • Using artificial intelligence and machine learning to power remarkably accurate chatbots to understand conversational language via text or speech.
  • Using natural language processing to enable the chatbots to understand various or unusual iterations of the same question, as well as different languages.
  • Automatically transcribing the chat and saving the record in the CRM.
  • Ready to add artificial intelligence and chatbot capabilities to your call and contact center environment?

Connect with us at (800) 553-8159!


About The Author

Ellen DePodesta is a writer, editor, and content creator for Five9, working with the global marketing team to define and elevate the Five9 brand, voice, and content. Ellen has worked as a B2B marketer with agencies and as a contractor in Detroit, Chicago, Cincinnati, and Los Angeles.