‘CLUNKY’ CHATBOTS DISRUPT E-COMMERCE EXPERIENCES, SURVEY FINDS

Summary from the TLDR Marketing newsletter

While AI-powered chatbots can improve e-commerce experiences, their use also risks driving away customers. 1 in 5 shoppers are likely to abandon purchases after interacting with them due to clunky user experiences. On the other hand, consumers who engage with chatbots don’t mind seeking AI assistance for automated pricing, real-time promotions, and product discovery. The key to the successful integration of AI lies in hyper-personalized recommendations and creating a frictionless shopping experience.