Consumers use AI for online shopping according to IBM study

IBM Institute for Business Value conducted a global survey revealing customer interest in using artificial intelligence (AI) for online shopping.

According to a recent global survey conducted by IBM's thought leadership think tank, the IBM Institute for Business Value, customers are interested in utilizing artificial intelligence (AI) when they shop online.

In a consumer research conducted by IBM Institute for Business Value titled "Revolutionize retail with AI everywhere: Customers won't wait," more than half of participants stated they were excited about AI-driven innovations like virtual assistants (55%) and AI applications (59%) that will help them shop.

The IBM Institute for Business Value conducted research across 26 countries to learn more about customers' digital behaviors, expectations from companies, and how they engage with artificial intelligence (AI) and generative AI (GenAI). The analysis offered insightful information about consumer preferences across product categories, broken down by age group, income, and purchasing patterns.

 59% of consumers are interested in using AI applications for shopping, indicating a potential enhancement in the shopping experience. They are particularly interested in personalized services and incentives, with 52% expressing a desire for targeted information. However, there is a significant gap between current AI capabilities and customer expectations, causing dissatisfaction among virtual assistant users.

The survey also shows that consumer behavior is changing due to economic pressures, specifically inflation, with 62% of respondents citing price as the main factor in their decision to switch brands or stores.