A growing number of brands and retailers are turning to AI-enabled bots to provide 24/7 support across channels and reduce agent load, helping improve customer satisfaction while keeping costs under control.
While not new, this technology is becoming table stakes for brands and retailers as a surge in customer service requests — driven by a rise in e-commerce adoption — and lasting labor shortages push them to look for solutions to automate interactions with customers across the entire buying journey.
For example, Walmart acquired Canada-based Botmock in late 2021 to provide automated help and recommendations to customers via voice and chat. Other companies like Unilever, Nike, and eBay are also deploying AI-enabled chatbots to enhance the customer experience.
Using CB Insights data, we identified 54 companies using AI to automate interactions with customers, from chatbots to voicebots to virtual agents.
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