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AI-powered chatbots significantly enhanced consumer shopping experiences during the 2024 holiday season, leading to a nearly 4% increase in online sales in the U.S. Retailers utilized chatbots alongside targeted promotions and loyalty programs to attract customers seeking the best deals. Online sales reached $282 billion, surpassing Salesforce's initial growth forecast of 2%.
The use of AI chatbots surged by 42% compared to the previous year, indicating a growing reliance on technology for customer engagement. However, a concerning rise in product returns, now at 28%, poses challenges for retailers' profit margins. As retailers prepare for the new year, leveraging AI tools will be crucial to mitigate losses and enhance customer retention.
• AI chatbots increased online sales by nearly 4% during the holiday season.
• Shoppers used AI chatbot services 42% more than the previous year.
AI chatbots facilitated product purchases and returns, enhancing customer service during the holiday season.
Retailers employed conversational customer services to engage shoppers and promote trending products.
AI influenced sales reached $229 billion globally, reflecting the growing impact of AI on e-commerce.
Salesforce's AI tools helped retailers boost online sales and improve customer engagement during the holiday season.
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