In today’s episode, I unpack why so many shoppers are brushing off AI chatbots and recommendation engines—even as they quietly benefit from other AI-powered features during their online shopping journeys. Drawing insights from a fresh Akeneo survey of U.S. consumers, I highlight the trust gap that exists when it comes to visible AI tech like chatbots versus the more invisible enhancements like AI-generated review summaries.

We’ll explore how consumer behavior contradicts what they say in surveys, why retailers might be misplacing their AI bets, and what types of AI integration actually do enhance the customer experience. This one’s a reality check for anyone building out retail AI strategies—and a bit of a defense for the oft-maligned chatbot (well… kinda).

Chapters

[00:00] – Reflecting on yesterday’s AI chatbot critique

[00:46] – New survey reveals big gap: 75% encounter AI, but only 44% engage

[01:33] – Why consumers claim they don’t trust AI shopping tools

[02:18] – The problem with self-reported surveys in understanding tech behavior

[02:40] – Amazon’s quiet success with AI-generated review highlights

[03:52] – Consumers unknowingly love certain AI features—but hate the label

[04:32] – The paradox: people trust ChatGPT, but not your retail chatbot

[05:19] – Where retailers should (and shouldn’t) use AI in customer experiences

[05:36] – Invitation to join the upcoming “Retail Media Halo Effect” webinar

Register for the Future Commerce webinar, "The Retail Media Halo Effect," on Wednesday (May 21, 2PM ET)
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