Why more consumers prefer AI-enhanced shopping - and still expect the human touch
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A recent ZDNET report reveals that 73% of consumers are utilizing AI chatbots for product searches, reflecting a growing trend in e-commerce. The article emphasizes the need for businesses to integrate AI tools to enhance customer engagement and streamline the shopping experience, as consumer reliance on these technologies rises.
AI-Enhanced Shopping Gains Popularity Among Consumers
A recent survey reveals that 73% of consumers have utilized AI chatbots to search for products, indicating a growing acceptance of artificial intelligence in retail. Notably, 54% of respondents stated that AI has improved their shopping experiences, citing quick access to information and personalized recommendations.
Consumer Preferences Shifting
Despite the advantages of AI, approximately 61% of consumers prefer engaging with a human representative for significant purchases, especially in sectors like electronics and luxury goods. This preference presents a challenge for retailers, pushing them to integrate AI with human support in a hybrid model.
Impact on Retail Strategies
Retailers are investing in AI technologies to improve efficiency while ensuring human customer service remains accessible. More than half of surveyed consumers are likely to choose brands that offer both AI assistance and human support. Younger consumers aged 18-34 are more inclined to use AI tools, driving demand for innovative shopping experiences.
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📰 Original Source: https://www.zdnet.com/article/ai-agents-consumer-buying-experience-value-through-intelligence/
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