A different shopping experience for every customer
Customers expect a personalized shopping experience tailored to their needs and interests. To achieve that, online retailers categorize shoppers into groups, customer persona, and cohorts. While this strategy worked in the past, it could now be outdated. Online retail is moving towards a much more sophisticated segmentation, i.e. personalization, as AI tools profile online customers better than ever before. AI-powered product recommendations displayed on e-commerce sites and predictions of customer preferences can be based on more variables: ratings and reviews, purchase history, customer location and demographic data, seasonal trends, previous search queries and browsing history, user interaction, traffic data, and so on. AI can optimize product recommendations to such a level that some shoppers could hardly identify the AI role behind them.AI is a machine intelligence trained to communicate like a human – a particularly useful feature in customer care. While chatbots handle standardized and easily categorized customer requests, AI-driven shopping assistants simulate a customer human agent and can communicate and establish a relationship with the customer. More than that, AI is replacing professional roles in the online retail business, as well as the human customer. Just as voice assistants like Siri and Alexa can place online orders, AI technologies behind autonomous cars or smart devices could finalize a purchase of products and services. Machine customers are expected to gain momentum between 2025 and 2030, according to most worldwide CEOs.
