Consumers call for more AI in retail

“Clearly, there is an overwhelming appetite for technologies that address the bug-bears of the physical shopping experience,” said James Pepper, technical services director, Vista Retail Support. “However, the research also reveals what could be a major blind spot for retailers, since the majority of consumers don’t feel that the requirement for technology that increases convenience is being fulfilled”.

Apps

The biggest complaints from respondents were items being out of stock, a general lack of customer service advisors present in stores and too much time spent queuing at checkouts - all areas that can be improved by existing technologies such as AI-based virtual assistants and apps that allow shoppers to pay on their smartphones instead of joining lengthy queues. 

When asked which types of retailer would benefit most from the adoption of AI and AR-based technologies, consumers’ top choices were fashion and electronics stores followed by domestic appliance stores.