The Role of AI Chatbots in Enhancing Customer Experiences Across the Retail Journey

Encyclopedia of Artificial Intelligence in Marketing

chapter
The rapid development of Generative Artificial Intelligence (GenAI) is transforming retail chatbots into sophisticated conversational agents that redefine the customer experience across the entire journey. This entry explores the fundamental tension between the opportunities for enhanced personalization and the critical challenges hindering adoption, including privacy concerns, algorithmic bias, and implementation barriers. By integrating insights from marketing and information systems literature, the analysis provides a conceptual foundation for navigating these trade-offs to create more adaptive, effective, and ethically responsible customer experiences in retail.
Autores/as

Raquel Chocarro

Mónica Cortiñas

Álvaro Saavedra

Fecha de publicación

22 de diciembre de 2025

Cómo citar

BibTeX
@inbook{chocarro2025,
  author = {Chocarro, Raquel and Cortiñas, Mónica and Saavedra, Álvaro},
  title = {The Role of AI Chatbots in Enhancing Customer Experiences
    Across the Retail Journey},
  booktitle = {Encyclopedia of Artificial Intelligence in Marketing},
  volume = {may},
  date = {2025-12-22},
  url = {https://link.springer.com/10.1007/978-3-031-75316-9_75-1},
  doi = {10.1007/978-3-031-75316-9_75-1 },
  langid = {es}
}
Por favor, cita este trabajo como:
Chocarro, Raquel, Mónica Cortiñas, and Álvaro Saavedra. 2025. “The Role of AI Chatbots in Enhancing Customer Experiences Across the Retail Journey.” In Encyclopedia of Artificial Intelligence in Marketing, may. https://doi.org/10.1007/978-3-031-75316-9_75-1 .