Streamline Store Operations and Customer Experience With Gen AI
5 min readIn brief
- Generative AI is rapidly reshaping retail, helping leaders streamline store operations, enhance customer experience, and drive product innovation.
- Research from SoftServe and Wakefield Research shows strong adoption and investment plans among enterprise retailers.
- By partnering with SoftServe, retailers can implement practical Gen AI solutions that deliver measurable business impact and a competitive edge.
A few years ago, Generative AI (Gen AI) felt like something most retailers would explore “someday.” But that day came quickly. To illustrate this shift, we conducted research in partnership with Wakefield Research. All figures cited in this article come from this study.
The survey included 100 enterprise retail leaders at companies with at least $1 billion in revenue, and it revealed that 25% use Gen AI today, yet 47% plan to focus on it in the coming year. 36% have already tried earlier non-generative AI and ML tools and are now looking for solutions that make a real difference in their daily work.
It makes sense. Stores are juggling staffing shortages, rising customer expectations, and constant pressure to run more smoothly. Leaders aren’t just chasing new tech; they’re trying to figure out how to streamline store operations in a way that supports both employees and shoppers. And with customers moving between online and in-store experiences without thinking about the difference, retailers need practical ways to streamline retail processes from end to end.
That’s why Gen AI is gaining momentum. It’s no longer a futuristic idea but a hands-on tool that helps retailers adapt faster, solve everyday challenges, and stay aligned with what customers expect today.
IMPROVING CUSTOMER EXPERIENCE WITH AI
Retail leaders consistently put customer experience at the top of their priority list, and the latest SoftServe/Wakefield Research results reflect that, with 44% naming it a key focus for their 2024 tech strategy. The reason is simple: shoppers expect fast answers, smooth journeys, and interactions that feel personal, not generic.
One of the biggest shifts is happening in customer service. AI-powered chatbots and virtual assistants are stepping in to handle common questions and guide customers without long wait times. They help teams respond faster and streamline customer interactions, especially during busy periods.
AI is also changing how retailers connect with shoppers on a more personal level. Many executives, 50% according to the survey, plan to invest in personalized recommendations and targeted engagement tools. These systems analyze customer behavior, preferences, and browsing patterns to suggest products that actually match what a shopper wants. The same insights help retailers adjust their offerings based on what customers respond to most.
The result is a smoother journey from browsing to buying. When interactions feel relevant and easy, it naturally streamlines the customer experience and builds trust. Over time, that leads to higher satisfaction, stronger loyalty, and repeat visits.
STREAMLINING RETAIL OPERATIONS
While improving customer experience is critical, operational efficiency is equally important. Gen AI is helping retailers build streamlined operations by taking over routine, time-consuming tasks like inventory and supply chain management. Automating these processes reduces human error and frees up employees to focus on higher-value work that requires creativity and judgment.
Workforce challenges make this even more valuable: 32% of retailers report concerns about labor shortages, and 29% are feeling the pressure of rising labor costs. By using AI to handle repetitive tasks, retailers can maintain smooth operations without overburdening their teams.
Gen AI also supports smarter decision-making through analytics that streamline retail operations. AI-powered systems can forecast demand, optimize inventory levels, and reduce waste. The result is a leaner, more productive operation that saves money and positions retailers to respond quickly to changing market conditions.
ENHANCING PRODUCT DEVELOPMENT
Staying ahead in the market also requires innovation. Gen AI helps retailers reimagine product development. It analyzes consumer preferences, trends, and feedback to generate fresh, creative designs. This means brands can develop products that truly stand out and resonate with what customers want.
By scanning thousands of images and customer insights, AI uncovers patterns that might otherwise go unnoticed, inspiring more innovative ideas and better design decisions. When combined with other tools that improve the overall shopping experience, retailers can create a streamlined shopping solution, from the product itself to how it reaches customers.
GAINING A COMPETITIVE ADVANTAGE
AI adoption in retail is accelerating. According to recent research, 47% of executives plan to invest in Gen AI-powered solutions in 2024, 46% in in-store analytics, and 50% in AI-driven customer recommendations. These trends show that retailers are increasingly turning to AI not just as an experiment, but as a tool to gain a real edge in a highly competitive market.
SoftServe partners with leaders like NVIDIA to help retailers put these tools into practice. We guide businesses through planning and implementation, so AI solutions actually work for their stores.
If you want to improve customer experience, streamline operations, and stay competitive, we can help you design a Gen AI approach that fits your needs.