While online shopping has taken great strides in recent years, the brick-and-mortar retail hasn’t managed to keep pace.
Artificial intelligence now permeates every aspect of ecommerce platforms, especially where customer interactions are involved. Smart product suggestions, AI-powered search, cognitive customer service agents are just some of the innovations that have helped make online shopping more personalized and enjoyable for the customer—and more profitable for the retailer of course.
Meanwhile, AI advances in brick-and-mortar retail have mostly remained in inventory management and back store operations. The few innovations that have happened in the customer-facing aspects of in-person retail have little or no AI involved, and have failed to make tangible positive impact in the shopping experience and gain wide adoption.