- Data privacy concerns limit the role of AI in electronic commerce, the survey finds
- Customer service promoted by AI still needs improvement
- AI in electronic commerce must prioritize real problems resolving
An omnisendos survey of 1,026 American respondents reveals, while attendees with AI are becoming more common, most buyers still prefer to make buying decisions themselves.
The study found that approximately 34% of consumers would allow the tools to make purchases in their name, but this means that 2/3 of buyers would not, even if that meant ensuring better treatment. This reluctance highlights a gap between the growing presence of AI in electronic commerce and those that trusted consumers place in it.
Despite their hesitation, consumers recognize the AI capacity to improve purchase experiences, with 38% of finding recommendations for useful custom products and 31% saying that it accelerates the process.
However, concerns about the attitudes of consumers of data security safety towards AI purchase attendees, with more than half concerned about the poor management of data and 28% expressing complete distrust in companies data practices.
Beyond data privacy concerns, doubts about the effectiveness of AI in purchases persist, with 39% of consumers who leave purchases due to frustrating interactions as inaccurate recommendations and bad chatbot of AI for commercial experiences.
In addition, 40% of buyers are frustrated by the lack of human support in AI -promoted customer service, while 21% find that IA recommendations are not reliable, which reinforces the need for the best live chat software and a human presence.
Almost half of the respondents favored the improved quality of the service on automation, believing that AI should prioritize customer service assistance over aggressive sales recommendations and purchase decisions.
“Consumers are open to the AI improving their purchase experience, but there is a big difference between receiving personalized recommendations and delivering total purchasing control,” said Greg Zakowicz, an expert in Electronic Commerce Mr. in Omnisend.
“The large -scale adoption of purchases driven by AI requires a fundamental change in consumer behavior, and that does not happen in the short term,” they said. “Buyers want to know exactly what they are buying, be it a size, color or brand. Trusting an AI to make those decisions autonomously is difficult to sell.”
Retailers must close the confidence gap between AI technology and consumer expectations prioritizing transparency by providing clear information on data processing and still allowing customers to retain a certain degree of control.
Taking advantage of the best email marketing service and the best social media management tools can also help brands to communicate the benefits of AI while guaranteeing a more personalized and friendly approach to the consumer.
“AI is a tool that is as good as the problems it solves,” said Zakowicz. “As companies run to integrate AI in the shopping experiences of their customers, they must focus more on their problem solving qualities versus their potential. Providing bad experiences, either by AI or a human, will result in lost sales.”
