In a world of rapid technological advancement, consumer habits are evolving just as quickly. The recent “Future Consumer Index” (FCI) study by EY reveals an intriguing trend: while consumers are returning to physical stores, they’re simultaneously showing increased trust in artificial intelligence (AI) during their shopping process.
Specifically, the study finds that 68% of consumers trust AI-generated personalized updates on offers and promotions. This percentage is noteworthy and indicates a significant shift in consumer perception of AI technology in retail.
However, the picture isn’t entirely one-sided. Despite growing trust in AI, consumers still seek human contact and experience. 32% of respondents expressed a desire for personalized service, something only physical stores can fully offer. Moreover, 57% of consumers want to see, touch, and feel products before purchasing.
Another interesting finding is that 49% of consumers are dissatisfied with “smart” chatbots, feeling they don’t effectively answer their queries. This suggests room for improvement in AI technology for customer service.
The study also notes that 68% of consumers seek expert advice for high-value purchases. This shows that, despite trusting AI for everyday shopping, consumers still rely on human expertise for more significant purchase decisions.
In conclusion, EY’s research paints a complex picture of modern consumer trends. While most consumers trust AI for certain aspects of their shopping, there remains a strong desire for human interaction and experience. Businesses that successfully combine AI technology with personalized service are likely to have a competitive advantage in the future of retail.