Conversational AI for Consumer Goods: Embracing A New Era of Customer Experience

The consumer packaged goods (CPG) industry is rapidly evolving and innovating to meet consumers’ new and heightened expectations. There is a renewed interest in enhancing buyer experience by accommodating dynamic consumer preferences for communication.

There is also an increased reliance on online and omnichannel as a means of reaching and engaging CPG consumers, even in areas like food and beverage, where historical e-commerce penetration has been low. Finding ways to do things better has not been enough.

They also had to be done cheaper and faster. For all these reasons, automation technology has been much hyped in recent years. Some might say overhyped as it has not completely delivered on its promises. At least, not yet.