Intelligent SME.tech Issue 15 - Page 39

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A COMBINATION OF HUMANS AND TECHNOLOGY IMPROVES SPEED , MITIGATES DOWNSTREAM DATA RISK AND SAFEGUARDS INTELLECTUAL PROPERTY BETTER THAN EVER BEFORE . retailer can respond to customer demand more quickly , resulting in improved sales .
Store planning
A tremendous amount of effort and data analysis about customer preferences and habits goes into store planning . Using RPA , retail stores can lay out their stores to encourage sales , meet customer expectations and improve their shopping experience . All of which has a positive impact on sales .
Customer support and call centres
Chatbots and conversational AI are transforming the customer service function . With the help of the latest conversational AI , chatbots are now able to handle complex conversations with customers , respond to their questions about tracking orders and payments , and provide updates on product launches , discounts , price change and so forth . All of this can be done 24 / 7 without human interaction , which is improving customer service and responding to the ‘ always on ’ culture that consumers now expect .
There are so many processes that can be automated in retail . When processes are automated , staff can focus on adding value in more complex and strategic roles . Positive business outcomes for SME retailers include :
• First-time right time delivery
• Improved customer experience
• Enhanced inventory management
• Mitigation of risk and compliance issues
• Reduced operational costs
The coronavirus pandemic has accelerated the need for SMEs to adopt automation because customer demands outweigh the ability for current infrastructures and staffing levels to support them .
According to PwC , seven out of 10 CEOs plan to drive growth via cost reductions . It ’ s now time that all retailers , large or small , rapidly adopt automation to maximise customer satisfaction and compete against the competition . �
Alastair Roriston , UK Sales Director , Future WorkForce
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