Use of artificial intelligence (AI) in digital commerce is generally considered a success, according to a survey by Gartner, Inc. (www.gartner.com). About 70% of digital commerce organizations surveyed report that their AI projects are very or extremely successful, notes the research group.
Gartner conducted a survey of 307 digital commerce organizations that are currently using or piloting AI to understand the adoption, value, success and challenges of AI in digital commerce. Respondents included organizations in the U.S., Canada, Brazil, France, Germany, the U.K., Australia, New Zealand, India and China.
Three-quarters of respondents said they are seeing double-digit improvements in the outcomes they measure. The most common metrics used to measure the business impact of AI are customer satisfaction, revenue and cost reduction. For customer satisfaction, revenue and cost reduction specifically, respondents cited improvements of 19, 15 and 15 percent, respectively.
Gartner predicts that by 2020, AI will be used by at least 60% of digital commerce organizations, and that 30% of digital commerce revenue growth will be attributable to AI technologies.
“Digital commerce is fertile ground for AI technologies, thanks to an abundance of multidimensional data in both customer-facing and back-office operations,” says Sandy Shen, research director at Gartner.
The accompanying image is courtesy of Gartner, Inc.