A new IBM report outlines how AI can address expectations as the retail environment transforms.
The global IBM Institute for Business Value study Revolutionize retail with AI everywhere: Consumers won’t wait surveyed nearly 20,000 individuals worldwide, revealing a dissatisfaction with retail experiences.
The study says technology could play an integral role in enhancing the overall shopping experience.
Most consumers (59%) surveyed said they would like to use AI applications as they shop and 4 in 5 consumers who haven’t used the technology for shopping reported being interested in trying it, including in product research (86%), deal hunting (79%) and customer service (82%).
Personalization and targeted offerings present opportunities for retailers with 52% of surveyed consumers interested in receiving information, advertisements and offerings from stores that are relevant to their specific interests.
Still, the study shows there remains a clear satisfaction gap for current AI assistant users surveyed.
Only about one-third of consumers surveyed who have used virtual assistants are satisfied with the experience and nearly 20% were so disappointed that they don’t want to use virtual assistants again, signalling a mismatch between current tech offerings and shopper expectations.
The report references IBM, Samsung, and Workday already partnering to empower frontline retail workers through technology.
Also referenced are IBM Consulting and SAP working with CPG clients worldwide to gather detailed requirements to create secured and scalable AI solutions that can be integrated with the SAP Direct Distribution solution.
