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both the front and back ends. While the AI opportunity is ripe, it’ s critical to balance its positive impact with the potential security risks – with the survey revealing major trust issues between consumers and AI. Only 45 % of consumers have some level of trust in AI-powered recommendations and chatbots to provide accurate product suggestions based on their interests and preferences. keneo, a Product

Experience( PX) Company and leading provider of Product Information Management( PIM) solutions, announced results from a survey examining US consumer preferences, trust level and overall experience with AI when shopping online and their comfort level engaging with chatbots. The results of the survey showcase a complex, yet optimistic relationship between e-commerce customers and the integration of AI technologies to boost their experience, with 32 % of respondents saying they have completed a purchase based on an AI recommendation.

AI to improve the product experience

When it comes to shopping online, consumers have nearly endless options due to the explosive growth of e-commerce channels. However, not all e-commerce experiences are equal, and consumers are starting to recognise the impact AI has on different aspects of their experience. Akeneo’ s survey revealed 75 % of respondents have noticed AI recommendations or chatbots online and

of that, 44 % have engaged with the technology. Of the consumers who have completed a purchase based on an AI recommendation( 32 %), an overwhelming 84 % of those were happy with the purchase.

Results of the survey show various aspects of the product journey where consumers feel AI has already improved their experience:

• Thirty-seven percent of consumers have noticed AI being used to improve product recommendations

• Thirty-three percent have noticed faster customer support

• Thirty-one percent have experienced improved or more accurate search results

• Twenty-eight percent have reported better product information and descriptions

• Twenty-seven percent have noticed improved AI summaries of customer reviews

Transparency, trust and chatbots

The use of AI in e-commerce isn’ t slowing down and will continue to become increasingly more present on

Overall, only 38 % of shoppers who have used chatbots reported being satisfied with the support they received, and only 14 % were very satisfied. Brands that are investing in chatbots have the opportunity to fine-tune the level of support customers are receiving and increase the level of personalisation offered. Despite the current state of confusion, consumers are hopeful for the future of AI and chatbots, with 49 % of consumers at least somewhat likely to continue shopping with a brand that uses AI to enhance the experience.

“ AI will continue to deeply integrate into the digital shopping experience and e-commerce platforms, but it must be done cautiously and purposefully,” said Romain Fouache at Akeneo.“ Our data confirms that consumers are both cautious, yet curious and optimistic about the impact AI will have in the future as demand for transparency, trust and increased personalisation continues to grow. As businesses focus on delivering strong experiences and support, it’ s essential that trust and transparency are built into the product experience as the foundation of a strong and loyal customer relationship.”

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