AI is auguring a transformation in digital shopping by providing tailored product recommendations and introducing AI agents to handle customer service inquiries, significantly enhancing the shopping experience.
For retailers that are using AI agents, particularly within their customer service channels, they're seeing chat engagement grow at two times the rate of retailers that are using traditional chatbots or other kinds of service channels.
Interestingly, the two categories showing the highest growth during the holiday season are makeup and active footwear, which were once considered to be predominantly in-person purchases.
AI agents are expected to enhance customer service satisfaction, with 30% of consumers expressing willingness to use AI agents for quicker resolutions to service issues.
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