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Artificial intelligence: Touchpoints with consumers

Artificial intelligence: Touchpoints with consumers

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SUMMARY

This document suggests early adopters of AI devices will likely be men, aged 18 to 34, and are more comfortable online shopping via smartphone.

Artificial intelligence (AI) technology is entering the consumer packaged goods (CPG) and retail sectors. Voice commerce is an emerging AI-enabled CPG. For example, Google Home and Amazon’s Echo are voice-powered customer experiences.

How does voice commerce impact a consumer’s shopping experience? What are voice consumers’ shopping habits? Among consumers who own an AI device, nearly half (48%) said they spend about the same amount of money on shopping as they did without one, while 18% said they spend more. What is consumer interest in voice assistants? While 10% of global respondents currently own AI devices, such as robots and voice personal assistants like Amazon Echo or Google Home, almost one in three (32%) plan to purchase an AI device.

Which countries are most receptive to AI shopping experiences? Asian consumers are the most receptive to adopting AI devices for shopping. In China’s consumer market, 21% of respondents already own an AI device and more than half (52%) plan to buy an AI device. In contrast, AI demand is generally lower in a mature market. For instance, in the US, the UK, and France, current adoption levels are around 15%. Brazil is a statistical stand out with the greatest consumer adoption potential since 59% of respondents plan to buy a device.

AI application is growing. There are examples of AI use cases in mobility, shipping, and manufacturing. Intelligent technologies are also entering homes and in stores. Within consumer packaged goods and the retail sector, the winning companies will add a special human touch while implementing AI products, services, and programs.

OUTLINE

Global AI adoption

Early adopters

Drones use case

AI is disrupting consumer goods and retail

DETAILS

Overview

Researchfinder Rating
4 out of 5 stars
Title
Artificial intelligence: Touchpoints with consumers
Region
Global
Published
Jan. 30, 2018
Publisher
PWC
Author(s)
Mike Brewster, Claire-Louise Moore, Lisa Ann, Ciara Campbell
Price
FREE
Language
ENGLISH

Content

Number of Pages
12
Number of Tables
0
Number of Exhibits
4
Topics
ai
Tags
Adidas, AI, amazon, consumer survey, google, ikea, PWC, Samsung, voice commerce
Companies mentioned
Amazon, Google, Samsung, Adidas, IKEA
Author(s)
Mike Brewster, Claire-Louise Moore, Lisa Ann, Ciara Campbell
Methodology
PwC’s 2018 Global Consumer Insights Survey contacted 22,000 consumers from 27 different countries.
EVALUATION

This report effectively demonstrates the diverse and scalable AI applications in retail and consumer packaged goods (CPG).

The visual information supplements international use-cases of intelligent technologies, including autonomous vehicles, voice commerce, and augmented reality. Readers may appreciate the diverse AI applications. The global survey should inspire consumer brands and retailers to reimagine their approach to AI development, application, and adoption.

Pros

  • Concise and informative consumer survey
  • Wide range of use-cases in multiple sectors
  • Creative visual information

Cons

  • Limited sources

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