"Retailers who have embraced AI and agents are already seeing the benefits," said Caila Schwartz, director of consumer insights at Salesforce.
"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," Schwartz said, citing global return trends.
More consumers are buying a few sizes of items online or ordering "try-on hauls," with the intent of sending back some of the products, Salesforce said.
Ordering patterns are shifting as a greater share of shopping happens on mobile devices and social media.
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