The PYMNTS Intelligence research "Getting to Know You: How AI Is Shaping the Future of Shopping" claims that retailers are incorporating AI more and more in order to satisfy customers' rising desires for individualized, effective, and adaptable shopping experiences. The report highlights that 51% of consumers express interest in AI-enhanced retail, with demand strongest among high-income shoppers (59%) and younger generations like Gen Z (73%) and zillennials (74%). Retail giants such as Walmart and Best Buy are leveraging AI to improve search functions and order tracking, while Kroger and Macy's focus on personalized promotions to boost customer loyalty. AI-driven product customization, favored by 18% of consumers, is particularly appealing to Gen Z, with 29% seeking tailored solutions to match their preferences or budget.
Voice AI is also emerging as a significant trend, with 27% of consumers using voice assistants for shopping tasks in the past year. Adoption is particularly high among Gen Z (42%) and high-income shoppers (33%), though only 6.9% have completed full purchases via voice AI. As retailers continue to refine these technologies, integrating voice AI with other shopping tools, the potential to enhance convenience and personalization remains vast.
