AI-powered tools, particularly chatbots, significantly boosted online holiday sales in the US to $282 billion in 2024, a nearly 4% increase from the previous year, according to Salesforce.
Globally, online sales reached $229 billion, up from $199 billion in 2023, as retailers utilized targeted promotions and personalized recommendations to attract shoppers.
However, the holiday season also saw a troubling rise in product return rates to 28%, posing challenges to retailers’ profit margins.
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Mobile shopping was a key trend, with 79% of orders placed via smartphones, and social media platforms like TikTok Shop and Instagram driving 14% of e-commerce traffic.
Experts emphasize the importance of AI and chatbots in addressing customer needs and minimizing revenue losses from returns.
Retailers are encouraged to invest in these technologies to enhance customer engagement and navigate evolving market dynamics.
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