ine out of 10 retailers are using Generative AI to improve the customer experience, and top application use includes personalization, search and discovery, marketing and promotions.
Those are findings from a Syndigo research report, "Generative AI Trends in Retail and eCommerce" report, fielded by WBR Insights. Syndigo is a SaaS commerce data management provider.
Nearly six in 10 retailers agree the flexibility that AI can provide in e-commerce operations are a top generative AI investment, according to a press release on the findings, and 58% of retailers consider enabling interactive conversational chat experiences to improve site search as one of their best generative AI investments.
"We're already starting to see retailers roll out AI-powered search capabilities within their apps. With so much information out there, it can sift through irrelevant content and get consumers answers faster," Benny Blum, senior vice president, product at Syndigo, said in the release. "As these solutions advance, they promise a more well-rounded customer experience with shoppers able to browse or get immediate access to a customer service 'rep' at their leisure."