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AI chatbots top list of disruptive technologies in online shopping, Intellias study reveals

Intellias’ research reveals that AI-powered chatbots are the primary source of friction in U.S. online shopping, cited by 19% of surveyed consumers. While 44% acknowledge AI’s role in personalising experiences, 20% identify chatbot interactions as leading to purchase abandonment. Notably, 68% would lose trust in a brand due to poor chatbot recommendations. Despite this, 46% are accepting AI integration if it is seamless, and 71% advocate for a blend of AI automation and human interaction in retail. Alexander Goncharuk of Intellias emphasises strategic AI implementation to enhance rather than disrupt the shopping journey, urging retailers to prioritise seamless experiences for consumers.

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