Understanding Consumer Sentiments Towards AI in Shopping Experiences

As technology continues to evolve, the integration of artificial intelligence (AI) in retail has become increasingly common. From personalized recommendations to chatbots assisting with customer inquiries, AI has become a staple in many consumers’ shopping experiences. However, not all AI implementations are created equal, with some being more accepted than others.

A recent study conducted by Intellias, a software engineering and digital consultancy company, shed light on consumers’ sentiments towards various uses of AI in retail. The research found that AI chatbots were the standout feature for consumers, with nearly 20 percent agreeing that chatbots are where AI most disrupts their shopping experiences. While 44 percent of respondents felt that AI has helped retailers create a more personalized shopping experience, another 20 percent cited interactions with AI chatbots as the stage in the online buying journey where they were most likely to abandon a purchase.

Interestingly, the study also highlighted the impact of poor AI experiences on consumers’ trust in brands. According to Talkdesk, almost 70 percent of U.S. shoppers claim they would lose trust in a brand if they received poor recommendations from AI chatbots, with more than half stating that poor AI chatbot experiences would deter them from shopping with that retailer again.

Alexander Goncharuk, vice president of global retail at Intellias, emphasized the importance of AI being used strategically in the shopping experience. He noted that while AI can enhance both business benefits for retailers and consumer experiences, it should not be a catchall solution for plugging gaps in the shopping journey. Consumers value a seamless experience, with 46 percent of survey respondents stating that they don’t mind retailers using AI as long as the experience isn’t “clunky.”

Looking towards the future, consumers envision a blended experience of AI-delivered automation and human interaction in retail. More than 70 percent of respondents believe that even as AI technology continues to improve, human interaction will always be necessary in the shopping experience.

In conclusion, the integration of AI in retail is a dynamic and evolving field that requires careful consideration of the value it brings to both businesses and consumers. As AI technology continues to advance, retailers must prioritize creating friction-free experiences that enhance customer interactions and shopping journeys. By finding the right balance between AI automation and human touch, retailers can create a seamless and personalized shopping experience that resonates with consumers.

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