What: A study by Intellias shows U.S. consumers view AI-powered chatbots as the most disruptive application of AI in their shopping journeys, highlighting mixed sentiments towards their integration.

Why it is important: Understanding consumer perceptions of AI chatbots is crucial for retailers aiming to leverage AI technology to enhance shopping experiences without alienating their customer base. This insight helps in balancing technological advancement with human touch in retail.

Recent research conducted by Intellias, involving over 1,000 U.S. consumers, reveals evolving attitudes towards AI's role in shopping, with AI-powered chatbots emerging as a significant point of contention. About 20% of consumers identify chatbots as the most disruptive aspect of their shopping experience, indicating a critical area where AI impacts consumer behavior. Despite 44% of respondents acknowledging AI's role in personalizing shopping experiences, an equal percentage of consumers view interactions with AI chatbots as a potential deal-breaker, likely to drive them away from completing an online purchase.

The report highlights a concerning statistic from a Talkdesk study, where nearly 70% of U.S. shoppers expressed that poor recommendations by AI chatbots could diminish their trust in a brand, with over half stating such experiences would deter them from returning to the retailer. Alexander Goncharuk of Intellias emphasizes the importance of deploying AI where it truly adds value, advocating for a balanced approach that enhances rather than detracts from the shopping experience. Consumers overwhelmingly support the use of AI for automating tedious tasks, provided it does not replace human interaction. Looking forward, more than 70% of those surveyed believe in the necessity of blending AI automation with human elements in retail, underscoring the need for a thoughtful integration of technology that respects the nuances of consumer preferences.

U.S consumers rank AI-powered chatbots as the most disruptive AI application