AI and Computer Vision: The New Frontline in Retail Loss Prevention and Customer Experience

Fredrik Carlegren, VP and Head of Marketing and Communication
Toshiba Global Commerce Solutions

The future of immersive in-store experiences hinges on seamless omnichannel customer journeys  and A.I.-driven personalization. Today's consumers demand a shopping experience  effortlessly transitioning between online and offline interactions. Gaining an individualized understanding of each customer plays a crucial role in overall success. Achieving this necessitates intricate back-end systems synchronizing inventory, customer data, and promotions across all platforms.  For example, customers should be able to easily check product availability online, receive tailored recommendations, and choose between in-store pickup or same-day delivery.

A.I. has proven to be instrumental in enhancing these omnichannel experiences. Analyzing extensive customer data enables personalized recommendations, predicts future buying behaviors, and helps optimize inventory. This level of personalization builds customer loyalty and boosts sales. For instance, A.I. can suggest products based on past in-store and online  purchases , which in turn fosters customer relationships and loyalty. However, A.I.'s capabilities extend beyond these limits—it can also recommend items you've viewed, placed in your cart without purchasing, and offer personalized insights across various stages of the shopper's journey.

Incorporating  a modern and adaptable platform with existing systems poses a challenge but is essential. Retailers must ensure compatibility between legacy systems and modern solutions like A.I. , A.R., and mobile integration. This often requires investments in scalable, flexible solutions adaptable to consistent technological advancements.

Once  a retailer’s systems are optimized, they need to shift their attention to convenience and speed with appropriate training for store associates and adequate customer support to enable a successful launch, which should be part of the overarching strategy. Customers expect quick service, whether through mobile payments or their checkout processes. By prioritizing these aspects, retailers can craft engaging and efficient shopping experiences meeting modern consumer expectations. The future of retail depends on strategically advanced technologies to deliver personalized, convenient, and unified shopping experiences.