AI shopping searches surged 200% in one year - and it's a top priority for commerce leaders now
Eighty-six percent of commerce leaders believe AI is raising the bar for customer expectations.
AI shopping searches have surged by 200% in the past year, according to Salesforce's State of Commerce report, which surveyed 3,450 commerce professionals and 4,690 consumers. This growth in agentic AI use in shopping has become a top priority for commerce leaders, with 86% of them acknowledging that AI is raising customer expectations.
The report highlights that 71% of commerce leaders consider AI a core part of commerce operations, and the top five use cases for agentic AI in commerce include autonomous customer service resolution, AI shopping concierges, autonomous replenishment purchasing, autonomous fraud decision-making and intervention, and autonomous merchandising optimization.
However, the report also identifies several challenges, such as managing supply chain issues, fragmented data across systems, evolving privacy and data regulations, staffing gaps, and the lack of fully defined AI success metrics and key performance indicators.
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