Jumbo may not be familiar to many globally, but, mention the supermarket chain in the Netherlands and there will be instant recognition. One hundred years of history. A 21.5% market share. About 100,000 employees across 700 stores1. More than a century after it started life as a grocery wholesaler2, Jumbo is every bit a retail juggernaut and much of its modern-day success is due to a growing commitment to intelligence-driven customer service.
“To turn even more of our customers into fans, we need to offer them a more personalized and responsive experience,” explains Jumbo’s Wendell Kuling. “But to do this, we needed to move from analogue processes to automation, infusing AI into our current processes to get insights faster.”
From its ‘Remind Me’ service that provides customers with an online list of products they may have forgotten to a loyalty program that delivers rich data insights3, Jumbo is a prime example of how organizations large and small are harnessing the power of AI to change the way they do customer service. It is no surprise that studies show 79% of customer service professionals believe AI and automation tools are important to their overall strategies4.
For those businesses yet to fully embrace such ground-breaking technologies or still debating its potential impact, here are five ways that AI is impacting customer service and further proof that its use leads to more productive organizations, substantial cost benefits and deeper relationships with consumers.
The past year has seen the spotlight fall on artificial intelligence like never before and while there has been plenty of focus on potential risks, they are surely outweighed by the benefits when it comes to customer service. AI is allowing businesses to improve efficiencies, reduce costs and better engage with customers but that does not just happen. With endless solutions on the market, it is essential to identify the tools and platforms that suits one’s needs and create AI strategies that deliver the best results for individual organizations.
Negative call center interactions may not only result in poor experiences for customers but brand damage for the organizations they have called. Discover how a quality call center script can help agents to navigate all manner of conversations, including examples of the solution in action.
 Microsoft Customer Story-Jumbo turns customers into fans using automation and AI
 Jumbo (supermarket) - Wikipedia
 How Jumbo Transformed the Grocery Shopping Experience With Data and AI - The Databricks Blog
 The State of AI in Customer Service [New Data] (hubspot.com)
 32 Customer Experience Statistics You Need to Know for 2024 (superoffice.com)
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