The company expanded to Facebook Messenger where customers can now order and pay without ever leaving the app.Įxtending beyond bots, social media is empowered by artificial intelligence. For example, pizza mogul Domino’s rolled out a tool allowing customers to check the status of their order as well as receive deals and promotions. Recently, however, the technology has expanded beyond your typical question / answer format. In 2016, Twitter launched bot-like features in its direct messages, allowing brands to deliver automated responses to canned questions. In fact, brand interactions on Twitter increased 250 per cent over the last few years. Customers expect certain interactions – such as timely feedback or updates on special discounts.

Strong customer relationships are the backbone of brand loyalty. The power of these innovations is reshaping buyer behaviour and the shopping journey. Technological advancements are catapulting the retail industry forward into an exciting new future. The interest in mixed reality is great, and retail provides a number of exciting possibilities for these new technologies. The adoption of VR and AR is changing the way consumers interact with the world, and AI and machine learning are allowing businesses to deeply personalise their services.

Ikea customer service chatbot