Product troubleshooting, feature questions, warranty claims, and more. The customer relationship only begins with a product purchase. Yet, too often it ends with customer disappointment when the buyer has a question or a problem and the communication is slow, onerous, or fails. Retailers and manufacturers alike bear this burden.

GenAI now transforms these troublesome interactions into delightful experiences. The technology promises alignment with manufacturers and retailers: online interactive support should remedy issues quickly and cost effectively plus reduces warranty claims and returns. But, when and how is that the case?

Mahalo Software is a GenAI company that provides software for retailers and product makers to engage with customers and respond to questions and requests. In this talk, Mahalo executives will discuss:

• What are the opportunities and limitations to leveraging GenAI to handle complex product challenges and warranty processes?

• Where does the boundary between AI and human customer service now reside?

• What can we expect in the next 12 months from GenAI and customer experience?