AI will evolve from a customer engagement tool to a brand ambassador. For example, Airbnb's plans to create the ultimate concierge using GamePlanner.AI marks a move beyond answering basic questions to an assistant. These customized, advanced AI systems provide a personalized experience that feels more like interacting with a knowledgeable brand representative than a standard chatbot. This trend is likely to be fueled by a survey by Adobe and Econsultancy, which found that 77% of consumers in the US and Europe are very or fairly satisfied with AI being used to make chatbots more helpful.
Virtual shopping assistants are becoming generative. AI assistants like Amazon's Rufus are being deployed to answer product questions, offer comparisons, and make recommendations. Future versions may be able to offer more granular real-time product comparisons, make more personalized suggestions about complementary items, and even anticipate customer needs. However, their ability to improve the shopping experience will depend on both technological advancements and consumer willingness to embrace AI-driven tools.
