Artificial intelligence (AI), though still in its early development stages, is already transforming ecommerce for organizations of all sizes by boosting operational efficiency, enhancing customer data management, and providing improved user experiences.

According to a recent study by Harvard Business Review Analytic Services, Coveo, and SAP, AI’s role in ecommerce is only set to expand, impacting all areas from retailers to other sellers.

Study highlights AI’s ecommerce expansion

The study, which surveyed 200 ecommerce organizations, found that 70% of respondents view implementing AI in their operations as very or extremely important. Businesses that have already adopted AI are seeing substantial benefits. 69% of respondents report increased efficiency and faster work processes.

Despite this enthusiasm, several challenges continue to hinder widespread AI adoption. These include concerns about:

• Data privacy (cited by 55% of respondents)
• A shortage of talent with specialized AI expertise (49%)
• A lack of a clear AI strategy (48%)

“The report reinforces what we see daily: AI has shifted from a ‘nice-to-have’ to a ‘must-have’ for ecommerce success,” says Sheila Morin, Coveo chief marketing officer at Coveo. “To deliver the personalized experiences customers demand while driving efficiency and growth, organizations need to prioritize AI-powered platforms that enhance every aspect of the digital journey. We’re now in the AI-experience economy, where leveraging AI is essential to remain competitive and deliver meaningful, scalable customer experiences.”

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