China’s tech-driven retail revolution is turning stores into laboratories for retail experiments and introducing consumers to completely new shopping experiences.
Artificial intelligence is changing the way retailers approach assortment planning, personalization, voice ordering and customer support.
The role of chatbots in ecommerce has evolved from a sales tool to a customer service assistant. When US internet users want to resolve a customer service issue quickly, more than half turn to chat, according to a CGS survey.
Consumers still have some reservations about retail tech—like chatbots providing customer service or in-home voice assistants suggesting products—so it makes sense that many are more receptive to a combination of AI-assisted and human interactions. But transparency is key: Shoppers want to know if they’re dealing with a human or a computer.
A May 2018 survey by Automat found that 70% of US female beauty buyers said they were overwhelmed by product choices. One solution to the overwhelmed-with-choice conundrum could be virtual beauty advisors.
Despite industry buzz around robotics for retail, many consumers aren’t particularly keen on the idea of interacting with robots while shopping. More than half say they’d rather stick with humans.