New research from Salesforce finds that many consumers, particularly millennials, are open to artificial intelligence (AI) or other shopping-related technologies that help streamline the retail experience, like the ability to search for merchandise in a store using an image and then receiving product recommendations based on the attributes of that image.
For the most part, consumers want to receive personalized offers based on their purchasing history, or browsing activity within the retailer’s site or app.
Millennials are far more likely than their older counterparts to welcome retail technology capabilities. For example, over a quarter of millennials said they would like it if a retailer made personalized offers in a digital channel—such as email or a mobile app—based on their purchasing history. In contrast, just 11% of baby boomers felt the same way.
Similarly, 17% of millennials said getting orders delivered by a drone is appealing, while only 7% of baby boomers agreed.
Salesforce’s findings are in line with previous studies from Qualtrics for Rocket Fuel, as well as DigitasLBi.