- The study Monday.com finds almost all the retail decision -makers say they have an internal expertise AI now
- Half the AI agents will soon manage most customer interactions
- Many of the same old obstacles still have challenges
New research has revealed that almost two -thirds (61%) of retailers have now dedicated leadership and AI teams (including IA chief officers), with almost all (99%) of retail decision -makers in the United Kingdom signaling AI expertise in their business – but as this technological adoption continues to increase, many must still be recalled to maintain a human touch.
A study by Monday.com revealed that almost half (49%) of retailers do not yet believe that AI tools are ready to manage the full customer journey, with even more (92%) agreeing that it did not yet take key commercial decisions.
Regarding the adoption of AI, 97% of respondents in the study on Monday.com were faced at least one obstacle despite the benefits received.
Retailers use AI, but they also see the value of humans
A third (36%) of respondents agreed that they used AI mainly for ideas, humans ultimately making end calls. When AI is particularly beneficial, it is a customer service (55%), an increase in operational efficiency (49%) and the creation of marketing and content (48%).
“AI is no longer a future investment for British retailers – this is something they are using at the moment to stay competitive in a high pressure sector,” said Ben Barnett, regional vice -president of Monday.com UK & I.
However, 54% noted problems of quality and exit coherence, with confidentiality problems, the integration of the system and the costs which are also mentioned.
“AI works better when it is integrated into systems that teams already use – when it reduces friction, rather than creating more,” added Barnett.
In the future, 90% of organizations already explore AI agents who can independently appropriate tasks, with about half (51%) of AI agents could manage most customer interactions within five years.
Three out of four (73%) already see AI and generative chatbots manage the majority of customer’s basic requests, releasing humans to deal with more complex and personalized questions.
“The most prosperous teams do not use the most technologies, they use it in the clearest and most integrated way,” concluded Barnett.
