AI Frustration Could Be Costing UK Retailers Billions, CEBR Says

British shoppers’ frustration with chatbots and other artificial intelligence features could be costing retailers billions of pounds, a study found.

Retailers may have lost £4.9 billion ($6.4 billion) of sales in the past 12 months as customers cut spending due to negative experiences on websites, according to the Centre for Economics and Business Research. An estimated £3.7 billion of sales may also have been lost due to customers then sharing their views with others. The total is equivalent to about 6% of online spending, CEBR said.

The findings come as more companies adopt AI tools to try to boost sales ...