Use of AI shopping tools like chatbots is growing.
Consumers are noticing AI-based shopping tools and starting to use them, but that doesn’t mean they are fully comfortable with the technology.
The results of a recent U.S. consumer survey from product information management platform provider Akeneo indicate almost one-in-three (32%) respondents saying they have completed a purchase based on an artificial intelligence recommendation, with a substantial 84% saying they were happy with the purchase.
Specific areas where respondents are reporting an improved experience resulting from include:
Product recommendations (37%)Customer support (33%)Search results (31%)Product information and descriptions (28%)Summaries of customer reviews (27%)
When thinking about what AI integration can do for their e-commerce experience in the future, 42% of respondents expect more accurate and faster customer support, 39% expect more accurate recommendations, and 37% expect more personalized recommendations based on their preferences.
[READ MORE: Survey: 64% of consumers think AI will improve customer experience]
However, respondents also report some issues with AI-enabled online shopping experiences. Fewer than half (45%) have some level of trust in AI-powered recommendations and chatbots to provide accurate product suggestions based on their interests and preferences.