A new study by IFH sponsors reveals a growing gap between consumer expectations and retailer adoption of artificial intelligence in retail. The report, "Transformation Meets Innovation: Smart Retail and AI in Retail," surveyed 1,000 consumers and 100 retailers.
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Findings show that consumers expect AI in multiple areas, particularly marketing and advertising (65%), customer advice and service (62%), and fraud detection and security (60%). Only five percent believe AI is not used at all in retail. Acceptance is highest where AI enhances processes or the customer experience, such as recommendations and bonus programmes, while live chats and personnel-related applications remain less favoured.
In practice, retailers have been slower to implement AI. It is mainly used in inventory management and logistics (53%), while other applications are still in testing or early preparation stages.
Consumers also demand transparency, with at least two-thirds wanting clear communication on AI use in both customer-facing and internal processes, including logistics and human resources. Retailers, however, tend to highlight AI applications with visible benefits and provide limited information about internal uses.
The study highlights a significant opportunity for retailers to align with consumer expectations, suggesting that broader and more transparent AI adoption could become a key differentiator in a competitive market.
Source: www.moebelmarkt.de
