A brand new survey by Omnisend reveals that AI-powered customer support instruments could also be driving buyers away slightly than enhancing their on-line expertise. In keeping with the survey, 39% of buyers have deserted a purchase order because of irritating interactions with AI chatbots, whereas 40% cite poor customer support as AI’s largest downside in ecommerce.
Regardless of considerations, 88% of shoppers reported having at the very least one dialog with an AI chatbot previously 12 months. Nonetheless, solely 28% of buyers consider AI constantly understands their wants. Moreover, 53% of respondents rated their expertise with AI chat assist as common to extraordinarily poor.
Challenges in AI-Pushed Buyer Assist
Paulius Milišauskas, VP of Buyer Expertise at Omnisend, acknowledged that whereas AI chatbots are sometimes deployed to enhance effectivity, they might be costing retailers greater than they save.
“Given excessive abandonment charges, AI chatbots may cost retailers greater than they save,” stated Milišauskas. “Nonetheless, more often than not, the issue lies in poor implementation.”
In keeping with the survey, 48% of shoppers need improved customer support high quality from AI, with transparency on information utilization rating as a secondary concern at 36%.
Milišauskas emphasised the necessity for companies to rethink their method to AI in customer support. “Retailers typically deploy chatbots and not using a good understanding of their clients’ wants, leading to frustration as a substitute of precise problem-solving,” he stated. “AI falls brief once we neglect it’s supposed to reinforce human assist, not exchange it.”
Redefining AI Success in Retail
Omnisend’s findings point out that buyers worth accuracy over velocity in AI-driven buyer assist. “Retailers need to rethink what effectivity means in buyer assist. Quick responses from AI chatbots might seem productive, however velocity with out accuracy solely worsens buyer dissatisfaction,” Milišauskas acknowledged.
He added that companies ought to measure AI success by its capacity to resolve issues precisely and scale back repeat inquiries, slightly than prioritizing response velocity alone.
Making AI Work for Retailers
As AI chatbot utilization is anticipated to develop by 34% in 2025 and probably deal with 80% of buyer interactions by 2030, retailers should adapt their methods to make sure AI enhances the shopper expertise.
Milišauskas suggests viewing AI as a buyer expertise instrument slightly than solely an effectivity instrument. “Most issues with AI chatbots come up once we focus an excessive amount of on effectivity alone as a substitute of use it for buyer satisfaction,” he stated.
To enhance AI-driven customer support, he recommends a hybrid assist mannequin that enables clients to attach with human representatives for complicated inquiries. “Having a hybrid buyer assist mannequin is non-negotiable,” Milišauskas commented. “Whereas AI excels at dealing with routine queries, clients are normally happier partaking with a human consultant.”
Moreover, personalization performs a key function in enhancing AI chat assist. “Our analysis has proven that AI does enhance product suggestions and assist clients simply discover desired objects,” Milišauskas famous. He suggests that companies repeatedly analyze buyer habits and sentiment to tailor purchasing experiences and scale back friction.
The Omnisend survey was carried out by Cint in February 2025 and included 1,026 respondents throughout the U.S. Quotas have been set on age, gender, and site to realize a nationally consultant pattern. The survey carries a margin of error of +/-3%.
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