Here's our take on AI customer service: the metric is not the outcome.
Ticket deflection only counts if the customer actually got helped, not if they rage-quit the chatbot. Way too many retail teams are celebrating AI customer service wins that are really just frustrated people giving up.
This clip is from our full Lead Summit recap on The Retail Razor Show, where we cover 8 retail trends for 2026. Watch the full episode for more on AI customer service done the right way.
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from *The Retail Razor Show* #podcast
*S6:E7 Half Your Customers Already Shop With AI (Retail Trends 2026)*
*Released on May 29, 2026*
*Chapters*
00:00 Ticket Deflection Disaster
00:10 Metrics Look Better
00:19 Customers Call Back
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