A large-scale study by DHL, involving 4,050 companies from 19 countries, has identified clear global trends in the implementation of artificial intelligence in e-commerce.
Leaders in implementation
Certain business categories are the most active users of AI technologies:
67% — retailers with their own mobile applications. 64% — companies operating in international markets. 63% — large corporations. 61% — the B2B segment, including wholesalers and direct suppliers.
At the same time, the dominant approach has been to use ready-made third-party services (64%), which indicates the desire of businesses for quick and effective implementation.
Key tasks for AI
Artificial intelligence primarily addresses three equally important tasks:
Content creation (49%)
Customer service optimization (49%)
Personalization of web and mobile interfaces (49%)
These are followed at a considerable distance by reporting and analytics automation (38%).
Strategy depends on size
Implementation goals correlate directly with the scale of the company:
Small businesses (60%) focus on content generation, saving resources.
Large players (59%) delegate customer service to AI, improving service quality.
Promising technologies of the future
The survey also revealed which smart features businesses consider most promising for their platforms:
AI recommendations (44%)
Real-time inventory monitoring (43%)
Augmented reality (32%) and personalized order panels (32%)
Important: Business initiatives are resonating with consumers. According to DHL, 70% of shoppers rate smart features positively, and 77% would like to see virtual fitting rooms in apps more often, indicating a direct demand for innovation.