"In essence, we're helping our users know what to buy before they know what to ask for, which has historically been one of the biggest problems in search, [which] is that people don't have the words to describe what it is they're looking for, Ready said during the call. The social media platform sees less demand for experiences where agents handle the complete shopping journey without user input, Ready said."
"Stepping back, e-commerce spent the first two decades focused on perfecting buying online, cheap and fast fulfillment often at the expense of shopping, the joy of discovering what you actually want, Ready said. Today, there are countless places to buy, but few great places to shop, and that's where visual discovery matters most. AI will be important to Pinterest's experience, including for enabling more accurate personalization, according to Ready."
Pinterest is prioritizing agentic AI to remove friction and improve product discovery in areas where customers already show trust in AI. The platform aims to help users know what to buy before they can articulate it, addressing search vocabulary gaps. Users prefer to remain involved rather than handing the full shopping journey to agents. Pinterest is developing differentiated visual search, discovery, and shopping experiences with strong personalization and visual presentation. E-commerce historically focused on cheap, fast fulfillment over the joy of shopping. AI enables more accurate personalization and surfaces relevant products immediately upon opening the app.
Read at www.customerexperiencedive.com
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