Reinventing Retail 22: Pay no Attention to the Chatbot Behind the Curtain!

In this episode, Matt Gunn and Jenny Potter talk with Justine Santa Cruz, the VP of strategic partnerships & alliances at Satisfi Labs, a company specializing in AI for customer service. We discuss how retailers can differentiate through conversational commerce and AI-powered chatbots, and how these high-tech customer service experiences can feel simpler and more human than speaking with an actual human—especially when the AI is so advanced that customers have no idea they’re talking to a robot. Plus, we chat about the role of AI on backend operations including the supply chain, and what we think brands may be soon be calling “omni-AI.”