How AI Bots, Voice Assistants Are Changing Shopper Behaviors

More than three-quarters of Americans now use smartphones, more than two billion messages are exchanged between people and businesses each month through Facebook Messenger, and usage of voice-enabled speakers, like Amazon Alexa and Google Home, is poised to grow another 130% this year alone. Rapid changes in the way people communicate aren't just impacting personal relationships, they're also hitting the retail market as consumer preferences evolve. In a new report released just this morning, the post-purchase solutions provider Narvar uncovers generational differences in how consumers prefer interacting with retailers, as well as a growing interest in using bots and voice technologies to communicate with brands. While email is still top dog in Narvar's survey, with 80% of consumers selecting email as their preferred communication channel, 38% now say they want to hear from retailers on multiple channels, with post-purchase communications being among the most-likely to be appreciated via text or push notification. "It's important that retailers understand customers' communications preferences so they can invest in the right channels, personalize outreach, and ultimately, create effortless yet emotional customer experiences," says Harsh Jawharkar, vice president, head of marketing and partnerships at Narvar.