Top 10 GenAI Use Cases for Experiential Retail Operations Available Now
This IDC Perspective highlights the transformative impact of generative AI (GenAI) in retail operations, focusing on the top 10 use cases available now for use in stores. This document covers the benefits of GenAI in enhancing employee productivity, customer service, and operational efficiency while addressing the risks and complexities involved in implementation. Retailers are encouraged to strategically invest in GenAI to navigate labor shortages and meet the evolving demands of customers and the omni-channel retail environment."Retailers are just beginning to scratch the surface of what GenAI can bring to the store experience for both employees and customers. Digitizing the store and investing in infrastructure and data architecture that will create agility and allow AI to access data across the enterprise is essential for retailers who don't want to be left behind," said Leslie Hand, group vice president, IDC Retail Insights.
Please Note: Extended description available upon request.
- Executive Snapshot
- Situation Overview
- GenAI in Workforce Engagement: Uses 1–3
- Use 1: Employee Self-Help
- Use 2: Community Moderators
- Use 3: Training Development
- Risks of Implementing GenAI-Powered Workforce Engagement Tools
- Benefits of Implementing GenAI-Powered Workforce Engagement Tools
- KPIs for Measuring GenAI-Powered Workforce Engagement Tools' Impact
- GenAI in Workforce Optimization — Uses 4–6
- Use 4: GenAI Agents for Associate Help
- Use 5: GenAI Agents for Customer Assistance from Store Associates
- Use 6: Clienteling
- Risks of Implementing GenAI-Powered Workforce Optimization Tools
- Benefits of Implementing GenAI-Powered Workforce Optimization Tools
- KPIs for Measuring GenAI-Powered Workforce Optimization Tools' Impact
- GenAI in Customer Satisfaction: Uses 7 and 8
- Use 7: Virtual Shopping Assistants
- Use 8: Customer Self-Service
- Risks of Implementing GenAI-Powered Customer Satisfaction Tools
- Benefits of Implementing GenAI-Powered Customer Satisfaction Tools
- KPIs for Measuring GenAI-Powered Customer Satisfaction Tools' Impact
- GenAI in Store Operations: Uses 9 and 10
- Use 9: Combination of Computer Vision and GenAI for Anomaly Detection at Checkout, in the Aisles, or for Shelf Replenishment
- Use 10: Featured Products, Planogram Optimization, and Promotion Creation
- Risks of Implementing GenAI-Powered Store Operations Tools
- Benefits of Implementing GenAI-Powered Store Operations Tools
- KPIs for Measuring GenAI-Powered Store Operations Tools' Impact
- Advice for the Technology Buyer
- Learn More
- Related Research
- Synopsis
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