How Artificial Intelligence Has Influenced E-Commerce – The Customer's Story

Previously, we looked at how Artificial Intelligence (AI) has changed the supplier side of the retail eco-system, especially on two fronts – Price and Product Offering. In this post, we shall analyze how it has affected the buyer's journey at almost every step of the way. As most of you will know, a buyer's journey starts from the awareness stage, where he comes to learn of a product or a brand, and then goes on to the following stages: research, consideration, purchase and retention; the latter is where a company tries to hold on to its customers. After all, history shows that people who have bought from your company before are most likely to be repeat customers if they are happy with the overall journey. AI retains the power to analyze vast tracts of data, and that includes human behavior.