What: A new study by Coveo finds that consumers view generative AI as a significant enhancement to their online shopping experience, with 72% expecting online shopping to evolve with AI advancements.

Why it is important: The study underscores the growing importance of generative AI in meeting consumer expectations for a seamless and informative online shopping experience. Retailers need to adapt to these technological advancements to stay competitive and satisfy consumer demands.

Coveo's fourth annual commerce industry report, conducted in partnership with Arlington Research, surveyed 4,000 U.S. and U.K. adults to understand consumer shopping preferences and expectations. The study, titled "With Overwhelming Choice, What Really Drives Shopper Purchase Decisions?" highlights that 72% of consumers expect online shopping experiences to improve with generative AI advancements. Additionally, 37% of shoppers desire pre-purchase education on products, and 31% expect virtual assistants to help them choose products. Despite high expectations, 49% of consumers still encounter problems online. Social media influences 39% of consumers' interest in products, particularly among Gen Z, but only 14% complete purchases through these channels. Search remains critical for product discovery, with 49% of consumers navigating directly to retailer websites after discovery. Data privacy concerns persist, but 54% of consumers are willing to share more personal information for an improved experience. Retailers are urged to integrate AI to meet the growing expectations for a conversational and advisory shopping experience.

Study finds that consumers see generative AI as an enhancement to their shopping experience