Shoppers need to get used to this type of communication

With the spreading of digitalisation, artificial intelligence (AI) is playing a bigger role in retail too. For instance chatbots are used to communicate with consumers. According to a survey conducted with 1,000 participants in the USA by Point Source, 54 percent of shoppers prefer communicating with a real person when contacting the customer service. Retail Customer Experience highlights it from the study that although consumers still need to get used to communicating with chatbots, AI use in retail increases buying willingness: 49 percent of consumers buy more often and 34 percent spend more when AI is part of the sales process. //