From complaint resolution to customer retention: AI’s expanding role in retail
By Sanchit Sood, Chief AI Officer at Kapture CX
A complaint is not a problem to close. It is the last chance a retailer has to keep a customer. Most retail businesses treat it like the former. The ones pulling ahead are starting to treat it like the latter.
The economics of this are not complicated. India’s private final consumption expenditure (PFCE) is estimated at ₹2,19,63,865 crore in FY26, representing an 8.2% increase over the previous year at current prices, according to the First Advance Estimates released by MoSPI. The Economic Survey 2025-26 separately estimates real PFCE growth at 7.0%, with consumption accounting for 61.5% of GDP. Acquiring a new customer costs anywhere from three to seven times more than keeping an existing one.
Every time a dissatisfied customer walks away after a service interaction, the acquisition budget has to work harder to replace them. AI is the first technology...
Copyright of this story solely belongs to expresscomputer.in. To see the full text click HERE
