Retailers are turning to Artificial Intelligence (AI) to enhance customer experiences – and retail executives are seeing more of their employees use generative AI tools, according to a new survey by Salesforce and the Retail AI Council.
Ninety-three percent of retailers surveyed said they use generative AI for customer communications and marketing. Eighty-one percent said they have a budget dedicated to these generative AI tools.
Retail executives said about 36 percent of their employees are using generative AI, such as ChatGTP. This is expected to rise to 45 percent by 2025.
However, retail executives still have concerns related to AI – with bias being the top concern. 62 percent say they have put in place guidelines for transparency, data security and privacy.