"We do think that a service provider like us will be faster to earn the trust of retailers, which is pretty important,"
"I would say the customer experience is not good,"
"There's no personalization. There's no shopping history. The delivery estimates are frequently wrong. The prices are often wrong. We have got to find a way to make the customer experience better and have the right exchange of value."
"If our agent doesn't work with the biggest websites people go to, it will be a suboptimal experience,"
Social commerce has struggled in the US partly because consumers and large retailers distrust major tech platforms. Payment processors like Visa and startups such as New Generation are negotiating technical compromises with retail partners to earn trust for AI initiatives. Retailers want chatbot capabilities because chatbots help consumers research and validate purchases. Partnerships aim to ensure chatbots present accurate product information while consuming fewer computing resources when executing orders. Improved accuracy and efficiency could raise profits for both retailers and service providers. Companies are conducting workshops to align on security, design, and integration choices for agentic shopping.
Read at WIRED
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