"There's little doubt that AI—and in particular Gen AI—has had its watershed moment, as the intersection between rapid consumer and business adoption really came to the fore last year. While there's no denying the hype curve, AI mustn't become a go-to catchall for plugging gaps in shopping experiences."

Alexander Goncharuk, VP of global retail at Intellias, commented on findings from Intellias research that showed a good majority of U.S. consumers believe blended experiences of AI and human interaction will always be needed in retail and 66 percent don't mind AI to automate repetitive tasks but do not want it to replace human interaction.