Singapore – Around 71% of Singapore retailers still think that the use of AI chatbots may result in less personalised shopping experiences, even as AI adoption accelerates across industries.
This is according to the latest Twilio report, which finds the balance between scalability and personalisation a crucial role in this integration.
According to the report, it was observed that providing customers with tailored experiences remains important, given the increasing expectations for brands to offer personalised experiences.
Almost 45% of retailers, in particular, are prioritising customer data to address this demand, thereby ensuring personalised engagement.
Meanwhile, 93% of Singapore retailers alone believe that AI will become a major function in retail in the next five years.
Another 70% also expect unlimited AI use in retail to emerge over the next five years.
Talking about the report, Nicholas Kontopoulos, VP of marketing in Asia-Pacific and Japan at Twilio, said, “As more retailers employ AI throughout their business, they have to anchor their strategies and operations in transparency and demonstrate how they will use the data responsibly and ethically.”
“Brands will also need to demonstrate how data is used to create tangible value and integrate their data to unlock deeper insights and deliver truly personalised experiences,” he further explained.
