Use of artificial intelligence (AI) in digital commerce is generally considered a success, according to a survey by Gartner, Inc. About 70 percent of digital commerce organizations surveyed report that their AI projects are very or extremely successful.
Gartner conducted a survey of 307 digital commerce organizations that are currently using or piloting AI to understand the adoption, value, success and challenges of AI in digital commerce. Respondents included organizations in the U.S., Canada, Brazil, France, Germany, the U.K., Australia, New Zealand, India and China.
Three-quarters of respondents said they are seeing double-digit improvements in the outcomes they measure. The most common metrics used to measure the business impact of AI are customer satisfaction, revenue and cost reduction. For customer satisfaction, revenue and cost reduction specifically, respondents cited improvements of 19, 15 and 15 percent, respectively.
“Digital commerce is fertile ground for AI technologies, thanks to an abundance of multidimensional data in both customer-facing and back-office operations,” said Sandy Shen, research director at Gartner.
The survey found a wide range of applications for AI in digital commerce. The top three uses are:
- Customer segmentation;
- Product categorization; and
- Fraud detection.
