UK retailer rejects Artificial Intelligence

05 Jun 2023

There is no doubt that artificial intelligence has companies on the brink of process overhauls and an efficiency revolution.

From Chatgpt to Photoshop's newly launched AI - text to image software - every aspect of our work lives is about to be altered, if not completely transformed. But amidst this exodus to AI, jewellers Lily Arkwright is bucking the trend when it comes to customer service.

Lily Arkwright is a fine jewellery retailer that is no stranger to innovation. Specialising in lab-grown diamonds and gemstones, Lily Arkwright has famously embraced new technology and brought sustainable and affordable diamonds and gemstones to the UK market, but this innovative company is drawing the line at AI lead customer service.

In line with their core values, Lily Arkwright believes that humans are still the answer to incredible customer service. In-house research conducted by Lily Arkwright shows that 90% of customers prefer to interact with people as opposed to AI chatbots. Lily Arkwright, therefore, has made the decision to prioritise the personal touch of jewellery professionals over the potential productivity gains of AI.

When discussing the matter with Lauren Shanks, Managing Director of Lily Arkwright, she said: “There is just no substitute for the emotional intelligence of a person. Fine jewellery can be confusing to navigate, and we don’t expect our customers to be experts in this profession. It is the job of our jewellery consultants to introduce our customers to the world of fine jewellery and make their experience personal, memorable and comfortable. Customer experience will always be more important to us than the financial efficiency of AI.”

As AI is improving, so is everyday consumers' understanding and awareness of it. Although Chatbots might be an efficient way to move customers along the buying line, Lily Arkwright will always have a person on the other side of the screen and a friendly voice just a phone call away.

Learn more about Lily Arkwright

Source: Lily Arkwright