"Retailers had a robust holiday season, but a 28% rise in the rate of returns compared to last year is a cause for some concern," Caila Schwartz, Salesforce director of consumer insights, says in a blog post.
"Salesforce argued that retailers should invest in artificial intelligence solutions, like AI agents, to make the returns process easier and more tailored to specific customers."
"Retailers who have embraced AI and agents are already seeing the benefits, but these tools will be even more critical in the new year as retailers aim to minimize revenue losses on returns and reengage with shoppers," Schwartz says.
"Part of that high figure comes from an increase in consumer behaviors like 'try-on hauls,' which is when people buy massive amounts of clothing and record it for social media, and bracketing, which is buying extra sizes above and below the consumer's standard size."
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