Williams-Sonoma scales AI customer service assistant across portfolio

Williams-Sonoma is approaching AI as an amplifier for its existing strengths that can deliver a return on investment, Chief Technology and Digital Officer Sameer Hassan said on the earnings call. This includes applying AI to the company’s expertise as a home and culinary retailer to create experiences that stand out from more generic chatbots.

While most businesses report a good return on investment from their AI investments, nearly one-third say the technology has only made a small improvement to the digital experience, according to a survey by Storyblok.

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