{"id":74109,"date":"2024-02-29T11:51:50","date_gmt":"2024-02-29T10:51:50","guid":{"rendered":"https:\/\/intellias.com\/?post_type=news&#038;p=74109"},"modified":"2024-05-17T12:15:37","modified_gmt":"2024-05-17T10:15:37","slug":"ai-powered-chatbots-top-list-of-most-disruptive-automated-experiences-in-u-s-shoppers-buying-journeys-according-to-research-by-intellias","status":"publish","type":"news","link":"https:\/\/intellias.com\/ai-powered-chatbots-top-list-of-most-disruptive-automated-experiences-in-u-s-shoppers-buying-journeys-according-to-research-by-intellias\/","title":{"rendered":"AI-Powered Chatbots Top List of Most Disruptive Automated Experiences in U.S. Shoppers\u2019 Buying Journeys, According to Research by Intellias"},"content":{"rendered":"<ul style=\"list-style-type: circle;\">\n<li><em>19% said chatbots were the most disruptive application of AI when shopping<\/em><\/li>\n<li><em>20% said interactions with AI-powered chatbots were where they would be most likely to abandon a purchase<\/em><\/li>\n<li><em>66% don\u2019t mind retailers using AI to automate repetitive tasks, but don\u2019t want it to replace human interaction<\/em><\/li>\n<li><em>71% of shoppers feel blended experiences of AI and human interaction would always be needed in retail<\/em><\/li>\n<\/ul>\n<p><strong>Chicago, IL \u2013 February 29, 2024<\/strong> \u2013 AI-powered chatbots were deemed by U.S. shoppers as the most disruptive artificial intelligence (AI) applications causing friction in their online shopping experiences, the latest research from <a href=\"https:\/\/intellias.com\/retail\/\">Intellias<\/a>, the software engineering and digital consultancy company.<\/p>\n<p>Original research of over 1,000 U.S. shoppers by Intellias showed that AI chatbots are the most likely cause of friction when buying online, with 19% agreeing chatbots are the area where AI most disrupts their shopping experiences.<\/p>\n<p>And while 44% said AI helped retailers and brand create more personalised shopping experiences, a further 20% said that interactions with AI chatbots were the most likely stage in their online buying journeys where they were most likely to abandon a purchase. This follows separate research by <a href=\"https:\/\/www.digitalcommerce360.com\/2023\/11\/15\/ai-could-play-a-major-role-in-holiday-shopping\/\" target=\"_blank\" rel=\"noopener\">Talkdesk<\/a>, that found 68% of U.S. shoppers would lose trust in a brand if it gave them poor recommendations served to them by AI chatbots, and 53% said poor AI chatbot experiences would stop them from shopping with the retailer again.<\/p>\n<p>However, almost half (46%) of the shoppers polled by Intellias said they didn\u2019t mind retailers using AI in their buying journeys as long as it wasn\u2019t clunky. In comparison, two thirds (66%) aren\u2019t adverse to retailers using AI to automate repetitive or monotonous tasks, but they don\u2019t want it to replace human interaction.<\/p>\n<p>Going further, over seven in ten (71%) agreed that a blended experience of both automation delivered through AI and human interaction would always be needed in retail, regardless of how good the AI technology becomes in the future.<\/p>\n<section class=\"testimonial-wrap testimonial-wrap--simple\">\n\t\t\t<blockquote class=\"testimonial-block\">\n\t\t\t\t<div class=\"testimonial-block__content\">\n\t\t\t\t<svg class=\"quote-icon\" width=\"75\" height=\"65\" viewBox=\"0 0 75 65\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path opacity=\".3\" fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M16 29.7h10c2.4 0 4.4.8 6.1 2.5a8.5 8.5 0 0 1 2.5 6.2v17.4c0 2.5-.8 4.5-2.5 6.2a8.2 8.2 0 0 1-6 2.6H8.7c-2.4 0-4.4-.9-6-2.6a8.5 8.5 0 0 1-2.6-6.2v-32A23 23 0 0 1 7 7.4 23.1 23.1 0 0 1 23.2.6H26a2.8 2.8 0 0 1 2.9 3v5.7c0 .8-.3 1.5-.9 2-.5.6-1.2 1-2 1h-2.8a11 11 0 0 0-8.2 3.3c-2.2 2.3-3.3 5-3.3 8.2v1.5c0 1.2.4 2.2 1.2 3 .9 1 1.9 1.4 3 1.4Zm49.9 0c2.4 0 4.4.8 6 2.5a8.5 8.5 0 0 1 2.6 6.2v17.4c0 2.5-.9 4.5-2.5 6.2a8.2 8.2 0 0 1-6.1 2.6H48.7c-2.4 0-4.5-.9-6.1-2.6a8.5 8.5 0 0 1-2.5-6.2v-32a23 23 0 0 1 6.7-16.4A23.1 23.1 0 0 1 63 .6h2.9c.7 0 1.4.3 2 .8.6.6.8 1.3.8 2v5.9c0 .8-.2 1.5-.8 2-.6.6-1.3 1-2 1H63a11 11 0 0 0-8.1 3.3c-2.2 2.3-3.4 5-3.4 8.2v1.5c0 1.2.4 2.2 1.3 3 .8 1 1.8 1.4 3 1.4h10Z\" fill=\"url(#a)\"\/><defs><linearGradient id=\"a\" x1=\".2\" y1=\"32.6\" x2=\"74.5\" y2=\"32.6\" gradientUnits=\"userSpaceOnUse\"><stop stop-color=\"#45D6AD\"\/><stop offset=\".5\" stop-color=\"#5DB6E1\"\/><stop offset=\"1\" stop-color=\"#BC84CA\"\/><\/linearGradient><\/defs><\/svg>\n\t\t\t\t\t<p>There\u2019s little doubt that AI \u2013 and in particular Gen AI \u2013 have had its watershed moment, as the intersection between rapid consumer and business adoption really came to the fore last year.  While there\u2019s no denying the hype curve, AI mustn\u2019t become a go-to catchall for plugging gaps in shopping experiences. <\/p>\n<p>Each application of the technology needs to be considered in the context of the entire value chain and only deployed where it can deliver value in a friction-free manner.  And that requires both orchestrating the tech stack in the right way to extract value, as well as looking at the application of AI in the shopper journey as a whole \u2013 only then will it deliver both the business benefits to the retailer while enhancing experiences for consumers.<\/p>\n\t\t\t\t<\/div>\n\t\t\t\t<small class=\"testimonial-block__footer\">\n\t\t\t\t\n\t\t\t\t\t<span class=\"testimonial-block__author\"><span class=\"author\">Alexander Goncharuk, <\/span> <span class=\"testimonial-block__position\">VP of Global Retail at Intellias<\/span><\/span>\n\t\t\t\t<\/small>\n\t\t\t<\/blockquote>\n\t\t<\/section>\n<p>To find out more about Intellias\u2019 latest \u2018GenAI in Retail\u2019 report, which outlines a best-practice blueprint for retailers looking to strategise, pilot and launch successful GenAI programmes, download the report here: <a href=\"https:\/\/explore.intellias.com\/gen-ai-in-retail-playbook\" target=\"_blank\" rel=\"noopener\">GenAI in Retail<\/a>.<\/p>\n<h4>Research methodology<\/h4>\n<p>Original research of over 1,000 US shoppers, conducted by Savanta on behalf of Intellias via online polling in December 2023<\/p>\n","protected":false},"excerpt":{"rendered":"<p>19% said chatbots were the most disruptive application of AI when shopping 20% said interactions with AI-powered chatbots were where they would be most likely to abandon a purchase 66% don\u2019t mind retailers using AI to automate repetitive tasks, but don\u2019t want it to replace human interaction 71% of shoppers feel blended experiences of AI [&hellip;]<\/p>\n","protected":false},"author":18,"featured_media":0,"template":"","class_list":["post-74109","news","type-news","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.4 (Yoast SEO v23.2) - 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