{"id":74168,"date":"2024-02-14T10:51:17","date_gmt":"2024-02-14T09:51:17","guid":{"rendered":"https:\/\/intellias.com\/?post_type=news&#038;p=74168"},"modified":"2024-07-16T03:27:35","modified_gmt":"2024-07-16T01:27:35","slug":"ai-powered-chatbots-top-list-of-most-disruptive-automated-experiences-in-uk-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-uk-shoppers-buying-journeys-according-to-research-by-intellias\/","title":{"rendered":"AI-powered Chatbots Top List of Most Disruptive Automated Experiences in UK Shoppers\u2019 Buying Journeys, According to Research by Intellias"},"content":{"rendered":"<ul style=\"list-style-type: circle;\">\n<li><em>25% said chatbots were the most disruptive application of AI when shopping<\/em><\/li>\n<li><em>23% said interactions with AI-powered chatbots were where they would be most likely to abandon a purchase<\/em><\/li>\n<li><em>69% don\u2019t mind retailers using AI to automate repetitive tasks, but don\u2019t want it to replace human interaction<\/em><\/li>\n<li><em>74% of shoppers feel blended experiences of AI and human interaction would always be needed in retail<\/em><\/li>\n<\/ul>\n<p><strong>Guildford, UK \u2013 February 14, 2024<\/strong> \u2013 AI-powered chatbots and conversational commerce tools, such as voice and virtual assistants, were deemed by UK 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 UK shoppers by Intellias showed that UK shoppers found AI chatbots to be the most likely cause of friction when buying online, with 25% agreeing chatbots are the area where AI most disrupts their shopping experiences, followed by automated virtual assistants (23%) and voice assistants (18%). Meanwhile, a further 23% 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, rising to 29% of Baby Boomers and 26% of Gen X.<\/p>\n<p>Recently, <a href=\"https:\/\/finance.yahoo.com\/news\/customer-satisfaction-plunges-ai-chatbots-162846662.html\" target=\"_blank\" rel=\"noopener\">the Institute of Customer Service (ICS)<\/a> revealed that, while retailers such as Ocado, John Lewis, Costco and Holland &amp; Barrett featured in the top 10 UK businesses for customer service, overall levels of satisfaction with customer service had dipped to an eight-year low. Dropping to levels last seen in 2015, the ICS report blamed frustration with \u2018dysfunctional chatbots\u2019 being unable to effectively solve queries and poor technology applications as critical drivers of friction, suggesting that while tech and AI applications will improve, human elements would need to remain to uphold customer experiences.<\/p>\n<p>Almost half (49%) 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, almost seven in ten (69%) 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, almost three-quarters (74%) 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 their 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>\u201cEach 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 UK shoppers, conducted by Savanta on behalf of Intellias via online polling in December 2023.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>25% said chatbots were the most disruptive application of AI when shopping 23% said interactions with AI-powered chatbots were where they would be most likely to abandon a purchase 69% don\u2019t mind retailers using AI to automate repetitive tasks, but don\u2019t want it to replace human interaction 74% of shoppers feel blended experiences of AI [&hellip;]<\/p>\n","protected":false},"author":18,"featured_media":0,"template":"","class_list":["post-74168","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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