A survey sponsored by Talkdesk, a customer experience technology provider, revealed 88% of responding consumers used AI in some form during the recent holiday retail season, and 56% of shoppers said they were happier from having the technology available for support.
The impression made by retail AI was such that 69% of consumers who engaged with the technology said they are now more likely to embrace artificial intelligence-powered shopping throughout 2025, Talkdesk maintained.
As they shopped, 72% of survey respondents said AI helped them save money, because it enhanced their ability to find cost-saving deals and options. A quarter of consumers who used the technology to help buy a gift reported AI chose much better than the shoppers would have done unassisted. As for purchasing jitters, 61% of respondents said they didn’t get anxious about holiday buying, because AI gave them more confidence in their purchase decisions. When it came to returns, 70% of respondents said they took back fewer products than in prior years because of AI’s help.
When it comes to cases, 59% of consumers used AI chatbots to find coupons, discount codes or less expensive product prices, while 57% used chatbots to track holiday shipments.
Shoppers are becoming more creative in using AI, Talkdesk asserted, as 43% used chatbots to get gift ideas, and 36% used such virtual assistants to get inspiration for holiday party outfits and home holiday décor. At the same time, 42% of consumers said they conducted a visual shopping search by uploading images or using smart device cameras so AI could help find matching or similar products.
In terms of outlook, 58% of consumers said they expect a higher standard of shopping experience in 2025 because of the effectiveness of technological innovations AI demonstrated during their 2024 holiday shopping. Men’s expectations are higher than women’s, with 64% of men saying retailers should use AI to improve how they shop this year. The data suggests retailers that get the AI-enhanced shopping experience right stand to profit, Talkdesk noted. Among consumers who took advantage of AI-powered services and capabilities during the holiday shopping season, 44% bought more products because their shopping experience was more enjoyable.
Pollfish conducted the Talkdesk 2024 Holiday Survey on January 2, querying 1,000 consumers in the United States.
