Coveo's fifth annual commerce relevance report highlights the rising popularity of generative AI in enhancing customer experiences in retail. A survey of 4,000 U.S. and U.K. consumers revealed that 90% expect online shopping to match or exceed in-store experiences. This expectation marks a slight decline from previous years but underscores the importance of technology in retail. Gen AI is seen as a valuable tool that not only improves the shopping experience but also strengthens connections between consumers and retailers, with many indicating they prefer AI-driven guidance when shopping.
According to the report, 90 percent of consumers believe that online shopping experiences should match or surpass in-store experiences - it's a high bar but one that has slowly declined from 92 percent in 2022.
Gen AI doesn't replace search - it enhances it by seamlessly integrating into key touchpoints like the search bar, product pages and shopping carts, reshaping how consumers discover and select products.
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