Automated Commerce
How do consumers perceive automation in retail? What are the factors that define their attitude towards technology-driven forms of customer engagement?
‘Automated Commerce’ refers to ways of employing technology to make a process or task simpler (quicker, better), by reducing the number of steps or actions taken by the user.
Reply has conducted a comprehensive research programme in the UK and the study revealed which aspects of the customer journey can be improved using the latest technologies, versus where automation is inappropriate to replace human interaction.
Among the themes explored were biometrics, artificial intelligence, natural language processing, big data, location tracking, and automated payments.