What: Boots is reportedly testing an AI-powered 'personal shopper' chatbot for its website to enhance the customer shopping experience, particularly in the beauty products segment.

Why it is important: There is a growing trend of AI utilisation among UK retailers to enhance customer engagement and drive operational efficiencies.

The chatbot is expected to offer product recommendations, with a focus on beauty items, although Boots has yet to officially confirm this development. The retailer has a longstanding partnership with Microsoft and utilises ChatGPT in other areas of its business.

Notably, UK retailers are at the forefront of incorporating artificial intelligence into their operations, with 54% of global e-commerce professionals indicating current or future AI use. Shop Direct, a major British fashion e-tailer, is set to introduce a sophisticated chatbot within its MyVery app and intends to integrate AI into decision-making processes related to offering credit terms. Luxury e-commerce platforms like Net-A-Porter are also leveraging AI to personalise the shopping experience for high-spending customers.

Boots is testing an AI personal shopper