Stat Library

Top 5 Agent Use Cases in Retail

1. Customer service
2. Merchant assistance
3. Marketing
4. Employee training
5. Inventory management

Top Factors That Increase Shoppers’ Trust in AI Agents

1. Data privacy and security protections
2. Ability to easily turn it off/on
3. Require approval before any purchase
4. Transparency over how data is used
5. Available human customer service backup

Shoppers’ Top Agent Use Cases

1. Answer questions for faster customer service
2. Optimize loyalty points
3. Complete returns and exchanges
4. Secure high-demand products before they sell out
5. Buy items when they reach a target price

Top Retail Industry Opportunities

1. Leverage AI
2. Implement unified commerce
3. Increase e-commerce sales
4. Improve customer service
5. Increase store associate productivity

54% of consumers trust AI agents in financial services.

65% of consumers now expect AI to speed up financial transactions — up from 46% in 2023.

Top SMB AI use cases

1. Marketing campaign optimization
2. Content generation
3. Automated recommendations for customers
4. Natural language search tools
5. Automated service chatbots

45% of consumers are more likely to use an AI agent if there’s a clear escalation path.

30% of consumers would work with an AI agent instead of a person for faster service

• Among Gen Z and millennials: 37%

US consumers’ top customer service frustrations:

• Lack of self-service options
• Too many transfers across people and departments
• Lack of knowledge about product/service

U.S. consumers estimate they are transferred at least once during 87% of their customer service interactions

67% of US consumers are frustrated when customer service can’t resolve their issues instantly.