Amazon’s cashierless tech has captured a lot of attention, but no one has mastered it at scale yet. It's too soon to tell if this is the wave of the future or a concept retailers can learn from. In addition to the Seattle prototype, Amazon Go will soon launch in San Francisco and Chicago. Reuters reported that Microsoft has been working on its own version and has been in talks with Walmart.
As far as more direct lines of communication, 51% would like to be able to connect with retailers on messaging apps, and the vast majority had high hopes for chatbots. Seventy-nine percent thought AI-powered helpers would be able to deliver superior customer service in the future, though only 27% had interacted with a retail chatbot in the past 12 months.
Just a few years ago, chatbots were thought to have potential for facilitating digital commerce transactions. In 2016, retailers like H&M and Sephora experimented with narrowing down a user’s taste and recommending products via chatbots on Kik, but these uses for AI haven’t taken off in the way that customer service applications have.
According to consumers in the MuleSoft survey, the biggest hypothetical benefits of using chatbots in this way were that they would be available 24/7 (48%), they wouldn’t have to wait on the phone (46%) and they would get queries answered faster (37%).
However, only 38% of those who had used chatbots had their issue resolved. This is in line with recent findings from Helpshift, which found that 47.5% of US internet users said they received too many unhelpful responses. The biggest challenge cited, though, was that chatbots kept users from speaking to a live person (50.7%).
This split between consumers who say they want connection through automation vs. those who desire human interaction is a dichotomy that marketers must contend with. If chatbots and cashierless tech were to become more intelligent, it could make using them less of an either/or proposition.