Artificial intelligence (AI) is rapidly transforming customer experience (CX) strategies, with half of decision makers leveraging AI to analyze open feedback and create content in 2024. This widespread adoption reflects a growing trust in AI capabilities, as 55 percent of global survey respondents expressed confidence in AI's ability to replace human interaction for assembling and presenting product information before purchases. Adoption challenges and consumer perceptions Despite the enthusiasm for AI in CX, companies face significant hurdles in implementation. Over 40 percent of organizations cite a lack of specialized knowledge and expertise as major barriers to adopting AI. This skills gap may contribute to mixed consumer reactions, with 34 percent of U.S. shoppers reporting improved experiences due to AI, while 39 percent claim worse experiences. As businesses navigate these challenges, addressing the expertise shortage will be crucial for successful AI integration. Future trends in AI for customer service Looking ahead, AI applications in customer service are set to expand rapidly. By 2025, the vast majority of contact centers plan to implement generative AI, with only one percent having no plans to adopt the technology. However, the trust in AI-powered customer service has still room for improvement, as less than 45 percent of consumers trust AI agents handling customer service.

During a January 2025 survey among consumers in selected countries worldwide, 51 percent of respondents in Canada were likely to use artificial intelligence (AI) tools to research purchases. In comparison, 43 percent of respondents in Australia were likely to use AI tools for the same reason.

Artificial intelligence to help enhance payments was significantly more an option for younger respondents than it was for their older counterparts in 2024. This is according to a survey held in 14 different countries across North America, Europe, and Latin America. The source observed in 2023 already that most respondents - regardless of age - were not yet comfortable with the idea of AI in digital payments. This revealed itself, especially, in the reply from 10 percent of the respondents that they would perhaps use artificial intelligence in two years' time when it had become more established. In 2024, the source did not ask how many people actively used AI during their payments journey. Examples of AI in day-to-day digital payments for consumers The source lists three specific use cases of artificial intelligence in consumer-driven payments: Smart wallets, AI-powered checkouts, and chatbots. One example includes Amazon's Just Walk Out (JWO) in its Amazon Go shops in the United States. The technology uses machine learning to identify what customers picked off the shelves and then bill them automatically. This solution aims at the innovation consumers hope to see most in shopping, especially online: A seamless payments experience. Payment providers had a similar impression, in that they observed a demand among their clients for real-time payments. More so than for lower payment processing costs or cross-border payment solutions. The source adds certain payment solutions might already be using AI in the background, but that consumers are simply not aware of them. AI pros and cons for financial services The finance industry is expected to make heavy use of artificial intelligence's capabilities for years to come. AI's ability to monitor trends and improve data analytics, especially, is popular among financial service providers. Another popular use is that AI can help process large quantities of data. This is especially useful for larger investment-style banks. There are concerns, though. Data issues and growing concerns about keeping talent on board to help out with issues or data sciences ranked as the top AI concerns in 2024.

According to a January 2025 survey among consumers from Australia, Canada, the United Kingdom (UK), and the United States, 47 percent of respondents mentioned faster customer support as a main advantage of brands using artificial intelligence (AI). Another 38 percent responded with helping staff do their jobs. Furthermore, 32 percent of respondents stated cost saving passed on to the consumer and greater product innovation were leading advantages for brands using AI, respectively.

In 2023, close to six out of ten global industry decision-makers had already integrated generative artificial intelligence to generate product recommendations utilized by associates in physical stores. Meanwhile, 39 percent were in the process of evaluating its adoption. Moreover, 55 percent employed generative Artificial Intelligence (AI) to develop conversational digital shopping assistants, 52 percent utilized it for constructing virtual models for product pages, and 51 percent applied it to curate personalized product bundles.

AI-driven personalization Utilizing artificial intelligence to craft personalized shopping experiences has become a cornerstone strategy for e-commerce retailers. In 2023, nine of ten businesses surveyed worldwide employed AI-driven personalization to fuel growth. To measure the success of AI in personalization, companies primarily look at the accuracy and speed of real-time data alongside metrics like customer retention and repeat purchases. As AI technologies advance, the potential for increasingly refined and impactful personalization within e-commerce will expand even further.

The consumer experience AI helps e-commerce businesses understand and respond to consumers' preferences, needs, and behaviors. One crucial area of online shopping where people anticipate AI improvements is price comparison, as indicated by half of the participants in a 2023 survey. Consequently, consumers are eager to uncover relevant promotions, offers, and products. However, the swift pace of these advancements also breeds skepticism among online shoppers, especially among older demographics, many of whom express discomfort with this technology's use for personalization.

A survey conducted in the United States in 2024 shows what are the phases of GenAI adoption that each consumer goods and retail companies are in. Almost 50 percent of them are in pilot mode, experimenting the tool without putting it officially to work yet. Around 20 percent are in the early stages of its usage and two percent of the companies have no plans to use it yet.

During a 2022 survey conducted among professionals in the United States, it was found that 29 percent of respondents belonging to Gen Z used generative AI tools. Moreover, 28 percent of Gen X and 27 percent of millennials respondents used such tools, respectively.

Generative AI

Generative artificial intelligence (AI) refers to algorithms that focus on producing new content, such as text, images, music, speech, code, or video. Generative AI is part of deep learning, the machine learning branch which aims to reduce the manual work of programming parameters for AI. Currently, researchers and developers use generative AI in various industries, like advertising and marketing, but rumors suggest that more businesses and consumers will adopt this technology in the near future to perform a wide range of tasks.

ChatGPT

An example of generative AI is ChatGPT, the famous chatbot software launched in November 2022 by the American startup OpenAI, which is also well known for its art generative AI program Dall-E. The chatbot can produce text based on given inputs, recognize mistakes, challenge incorrect premises, and reject inappropriate requests. ChatGPT has quickly gained popularity, becoming one of the major breakthroughs of the last few decades in the technology industry. Indeed, it was the fastest IoT service to accumulate a one-million user base, in only five days.

The idea of artificial intelligence being used in digital payments attracted a relatively high amount of skepticism in Europe and North America. This according to a survey held in both the U.S. and Canada, as well as five countries in Europe. The source does not clarify why consumers felt uncomfortable with AI in payments, or had reservations about it. A survey held on AI implementation challenges in German advertising did raise the issue of limited know-how on what artificial intelligence alongside worries about privacy. Here, ***** out of 10 German respondents had reservations to AI in payments.

Tech, media, and telecoms industries were the most diligent adopters of AI in 2024, with some 44 percent of respondents using AI in their business. AI was most used in the product and/or service development functions, with only those working in consumer goods and retail using it less than 20 percent.

The idea of artificial intelligence (AI) being used in digital payments was more accepted by consumers in Colombia, Ecuador, and Peru in 2024 than in Brazil. This was according to a survey held in seven different countries across the region. Brazil stands out as it had both the relatively highest number of respondents who had reservations on AI in payments, while also having the lowest number who would be comfortable with this tech if they knew more about it. The source does not clarify why this is the case. Brazil, however, does rank among the main countries in the world when it comes to real-time payments, courtesy of Pix. It is possible the success of this domestic payment method may have impacted the results of this survey.

According to a global survey in 2024, 75 percent of health insurers had partially employed artificial intelligence in customer service areas. Furthermore, 50 percent of health insurers had AI technology in the area of claims management.

Generative AI saw significant growth across financial services in 2024, with 52 percent of survey respondents reporting active use of the technology - up from 40 percent in 2023. The companies primary generative AI use case was enhancing customer experience and engagement, particularly through applications like chatbots, virtual assistants, and agent support tools.

Generative AI is on its way to becoming a business staple, and its adoption is deepening in China. In 2024, over ********** of companies have utilized generative AI. Automotive, consumer goods, and media and entertainment industries saw the highest uptakes of generative AI in marketing segments.

The market for artificial intelligence grew beyond *** billion U.S. dollars in 2025, a considerable jump of nearly ** billion compared to 2023. This staggering growth is expected to continue, with the market racing past the trillion U.S. dollar mark in 2031. AI demands data Data management remains the most difficult task of AI-related infrastructure. This challenge takes many forms for AI companies. Some require more specific data, while others have difficulty maintaining and organizing the data their enterprise already possesses. Large international bodies like the EU, the US, and China all have limitations on how much data can be stored outside their borders. Together, these bodies pose significant challenges to data-hungry AI companies. AI could boost productivity growth Both in productivity and labor changes, the U.S. is likely to be heavily impacted by the adoption of AI. This impact need not be purely negative. Labor rotation, if handled correctly, can swiftly move workers to more productive and value-added industries rather than simple manual labor ones. In turn, these industry shifts will lead to a more productive economy. Indeed, AI could boost U.S. labor productivity growth over a 10-year period. This, of course, depends on various factors, such as how powerful the next generation of AI is, the difficulty of tasks it will be able to perform, and the number of workers displaced.

The functions related to product development, IT and cybersecurity, and marketing, sales and customer service are where most of the generative AI (GenAI) adoption is concentrated in global organizations. The use of the technology is the highest in higher levels of expertise. Over 50 percent and 70 percent of the respondents, with respectively high expertise and very high expertise, report to be using generative AI in a limited or at-scale implementation.

The value of the Artificial Intelligence (AI) market in Romania amounted to roughly 532 million U.S. dollars in 2024, of which machine learning constituted the largest share. The AI market is forecasted to rise to over 2.7 billion U.S. dollars in 2031.

According to a January 2025 survey among consumers from Australia, Canada, the United Kingdom (UK), and the United States, 59 percent of respondents saw the loss of the human touch as the main disadvantage of brands using artificial intelligence (AI). Another 57 percent mentioned both job losses and the inability to speak to a real person, respectively. Furthermore, 40.5 percent of respondents stated the potential for misleading consumers was another leading disadvantage for brands using AI.

Artificial intelligence applied to payments did not yet have a high adoption rate among consumers in early 2023. Indeed, a survey held in 14 different countries across North America, Europe, and Latin America observes that consumer were not comfortable yet with the idea. This revealed itself, especially, in the reply from 10 percent of the respondents that they would perhaps use artificial intelligence in two years time, when it had become more established. The two main reasons for this reluctance, so the source notes, were a lack of awareness and concerns on security. Consumers might not be aware of machine learning processes running in the background, or lack the education on any potential benefits.

As of August 2024, over 80 percent of pharmaceutical and life sciences companies in India have adopted artificial intelligence (AI) on a small scale. Moreover, over 50 percent of organizations have a dedicated AI budget. The incorporation of AI in healthcare is rapidly progressing, and the market is likely to reach 1.6 billion U.S. dollars in 2025.

In the United States, one in three business-to-consumer (B2C) organizations fully included AI-based technologies in their e-commerce operations, a 2023 survey showed. Another 47 percent of professionals answered their companies are experimenting with artificial intelligence tools.