A brand new survey by Omnisend reveals that AI-powered customer support instruments could also be driving customers away moderately than enhancing their on-line expertise. In keeping with the survey, 39% of customers have deserted a purchase order as a consequence of irritating interactions with AI chatbots, whereas 40% cite poor customer support as AI’s largest disadvantage in ecommerce.
Regardless of considerations, 88% of shoppers reported having at the very least one dialog with an AI chatbot up to now 12 months. Nevertheless, solely 28% of customers consider AI persistently understands their wants. Moreover, 53% of respondents rated their expertise with AI chat assist as common to extraordinarily poor.
Challenges in AI-Pushed Buyer Help
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 a little retailers greater than they save,” mentioned Milišauskas. “Nevertheless, 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 knowledge 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 with out a good understanding of their clients’ wants, leading to frustration as an alternative of precise problem-solving,” he mentioned. “AI falls quick once we neglect it’s supposed to boost human assist, not substitute it.”
Redefining AI Success in Retail
Omnisend’s findings point out that buyers worth accuracy over velocity in AI-driven buyer assist. “Retailers should rethink what effectivity means in buyer assist. Quick responses from AI chatbots could seem productive, however velocity with out accuracy solely worsens buyer dissatisfaction,” Milišauskas acknowledged.
He added that companies ought to measure AI success by its skill to unravel issues precisely and cut back repeat inquiries, moderately 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 client expertise.
Milišauskas suggests viewing AI as a buyer expertise device moderately than solely an effectivity device. “Most issues with AI chatbots come up once we focus an excessive amount of on effectivity alone as an alternative of find out how to use it for buyer satisfaction,” he mentioned.
To enhance AI-driven customer support, he recommends a hybrid assist mannequin that enables clients to attach with human representatives for advanced inquiries. “Having a hybrid buyer assist mannequin is non-negotiable,” Milišauskas commented. “Whereas AI excels at dealing with routine queries, clients are often happier partaking with a human consultant.”
Moreover, personalization performs a key position in enhancing AI chat assist. “Our analysis has proven that AI does enhance product suggestions and assist clients simply discover desired gadgets,” Milišauskas famous. He suggests that companies constantly analyze buyer habits and sentiment to tailor purchasing experiences and cut back friction.
The Omnisend survey was carried out by Cint in February 2025 and included 1,026 respondents throughout the U.S. Quotas had been set on age, gender, and placement to attain a nationally consultant pattern. The survey carries a margin of error of +/-3%.
Picture: Envato
