11 TCS AI for Business Study – Retail Report Personalized interactions are top AI customer focus areas When it comes to customer engagement, organizations say they’re moving beyond commonplace chatbots. While chatbots for sales and product support remain important to Retail companies, their use is being supplanted by other AI-driven means to accomplishing these goals. 2% 25% 34% 45% 61% 37% 18% 4% Q. I n what ways are you exploring AI's impact on your relationships with customers? 53% 68% P A C E S E T T E R S Gaining insights by analyzing customer behaviors and data Chatbots for product/service support Chatbots for marketing/sales support We are not exploring the use of Al in any customer interactions More personalized, Al-driven interactions with our products/services themselves More personalized interactions/engagements for post-sales support (other than chatbots) More personalized interactions/engagements with our marketing initiatives (other than chatbots) Al-designed go-to-market strategies