Real-World AI in Retail: Talkdesk Leaders Reveal What Actually Works Beyond the Hype

The gap between AI hype and real-world implementation is creating both challenges and opportunities for retailers worldwide. Talkdesk executives Ed Durbin and Michael Klein pull back the curtain on what"s actually happening in retail AI adoption, sharing candid insights from their conversations with retail leaders at NRF and beyond. "We"ve spent millions on AI and we"re still trying to get it to work," one retail vice president confessed to Ed during a recent conversation. This admission captures the frustration many retailers face as they attempt to transform customer experience with artificial intelligence while managing legacy systems, limited budgets, and talent shortages. Despite these challenges, consumer expectations continue to rise dramatically, with Talkdesk research showing 70% of consumers plan to use AI for shopping in 2025. The conversation explores how retailers can move beyond viewing AI as merely the "shiny new toy" to building a solid foundation for customer experience transformation. The Talkdesk team distinguishes between three waves of retail AI development: predictive/interpretative AI (which has existed for a decade), generative AI (2024"s focus), and agentic AI (emerging in 2025). They explain why purpose-built retail solutions offer advantages over generic platforms that simply "put a spin on existing technology." Perhaps most valuable is their discussion of the evolving skill requirements for AI implementation. As AI becomes more capable of understanding natural language, the conversation suggests we may see less need for specialized "prompt engineers" and more emphasis on business professionals who understand desired outcomes. This democratization of AI could significantly impact how retailers approach technology adoption and talent development in the coming years. Whether you"re a retail leader navigating AI implementation challenges or simply interested in how artificial intelligence is reshaping consumer expectations, this conversation offers practical insights based on real-world retail experience rather than theoretical possibilities. Join us to discover how customer experience technology is finally evolving from cost center to profit driver through strategic AI implementation.