Digital assistant in a point of sales
This research addresses the problem of enhancing customer service and operational efficiency in retail for businesses, but it is incremental as it builds on existing digital assistant technologies.
The study deployed a Voice User Interface digital assistant in a retail setting to assess its impact on customer engagement and service efficiency, revealing varied effects on interactions and insights for future optimizations.
This article investigates the deployment of a Voice User Interface (VUI)-powered digital assistant in a retail setting and assesses its impact on customer engagement and service efficiency. The study explores how digital assistants can enhance user interactions through advanced conversational capabilities with multilingual support. By integrating a digital assistant into a high-traffic retail environment, we evaluate its effectiveness in improving the quality of customer service and operational efficiency. Data collected during the experiment demonstrate varied impacts on customer interaction, revealing insights into the future optimizations of digital assistant technologies in customer-facing roles. This study contributes to the understanding of digital transformation strategies within the customer relations domain emphasizing the need for service flexibility and user-centric design in modern retail stores.