Most consumers are satisfied with the recommendations they receive from AI shopping assistants, yet skepticism about the technology persists, according to a recent study by a product experience company.
The study of 1,000 consumers conducted by Dynata for Boston-based Akeneo found that 84% of shoppers who made purchases based on AI recommendations expressed a positive experience, but only 45% of the consumers in the study had some level of trust in AI-powered recommendations and chatbots to provide accurate product suggestions based on their interests and preferences.
The study’s survey revealed that 75% of respondents had noticed AI recommendations or chatbots online. Of those, 44% have engaged with the technology, and 32% have completed a purchase based on an AI recommendation.
“The survey results validate the opportunity for retailers and merchants to invest in AI to improve product experiences, as customers are quickly realizing the value AI can deliver,” Akeneo said in a statement.
Mark N. Vena, president and principal analyst with SmartTech Research in Las Vegas, agreed. “The 84% satisfaction rate is a strong call to action signal for retailers to explore AI recommendations,” he told the E-Commerce Times. “It shows AI can drive conversions and customer satisfaction when implemented effectively.
