This year, online expenditure during the shopping festival hit $10.8 billion, reflecting a 10.2% jump from 2023. The surge was substantially driven by AI chatbots.
Caila Schwartz from Salesforce noted that "digital retailers who are using generative AI and agents in their customer service experiences saw a nine percent higher conversion rate compared to those who are not."
Salesforce's findings revealed a striking 31% annual growth in the use of AI-powered online chat services on Black Friday, indicating a changing landscape in retail.
The record-breaking online sales on Black Friday 2024 showcase how AI technology is transforming retail, as seen in the decline of in-store shopping and rise in mobile sales.
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