Almost Half of Shoppers Abandon their Purchases because of AI-Powered Chat Assistants, according to a survey by Omnisend.
In the ever-evolving landscape of customer service, the integration of AI technology has become a popular trend, with companies across various sectors adopting a hybrid approach that combines AI and human representatives. However, a recent survey conducted by Cint in February 2025 reveals that the implementation of AI chatbots may not be as cost-effective as initially thought.
Paulius Milišauskas, the Vice President of Customer Experience at Omnisend, has stated that AI chatbots might be costing retailers more than they save. This assertion is backed by the high abandonment rates reported in the survey, with 39% of shoppers admitting to having abandoned a purchase due to frustrating interactions with AI chatbots.
The survey, which polled 1,026 respondents across the U.S., achieved a nationally representative sample with a margin of error of +/-3%. The results indicate that while AI usage is expected to grow by 34% in 2025, consumers value accuracy over speed in AI-driven customer support. In fact, 40% of shoppers cite poor customer service as AI's biggest drawback in ecommerce.
However, the survey also highlights the potential benefits of AI in customer service. Personalization plays a key role in improving AI chat support, with 48% of consumers expressing a desire for improved customer service quality from AI. AI chatbots are capable of understanding emotional nuances and multi-step problem-solving, enabling 24/7 availability and improving problem resolution efficiency.
To ensure the success of AI in customer service, retailers should measure AI's performance by its ability to solve problems accurately and reduce repeat inquiries. A hybrid support model, combining AI and human representatives, is recommended for improving AI-driven customer service. This approach includes automated triage systems that route complex cases to humans, ensuring that AI is used effectively to handle routine inquiries while humans handle more complex issues.
Interestingly, customers are usually happier engaging with a human representative for complex inquiries. Transparency on data usage ranks as a secondary concern for consumers at 36%, suggesting that while data privacy is important, it is not the primary concern when it comes to AI-driven customer service.
In conclusion, while AI chatbots have the potential to revolutionize customer service, the survey results suggest that they may not be as cost-effective as initially thought. However, by adopting a hybrid approach, continuously analyzing customer behavior and sentiment, and prioritizing accuracy over speed, businesses can leverage AI to improve customer service and enhance the overall shopping experience. As Milišauskas notes, AI should be used to enhance human support, not replace it. By doing so, businesses can ensure that AI is a valuable tool in their customer service arsenal, rather than a costly mistake.
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