As a customer, I found that AI-chatbots can sometimes be very convenient, but many times a nightmare to deal with. So I was skeptical when I read in an article I won’t link here that “AI-powered chatbots played a key role in boosting online sales during the 2024 holiday season”.
Convenience alone doesn’t necessarily equal increased revenues, not to mention these are often implemented as a cost saving measure by companies. While chatbots might help speed up simple tasks like tracking an order or processing a return, they still aren’t there when it comes to complex inquiries and making sales.
Are these AI-driven tools really boosting sales because they improve the customer journey—or would the customer have purchased the same items through a different journey? And what’s the long-term impact on brand loyalty when customers are left frustrated by unhelpful bot interactions?
I have no doubt that AI has a ton of potential in ecommerce, especially with product discovery and personalization. But retailers should find the right balance between authenticity and the use of AI. No customer wants to deal with an AI when trying to buy something, and feel like they are trying to reach customer service but the AI won’t let them talk to an actual employee.
