Artificial Intelligence (AI) is emerging as a strategic pillar for the retail sector, as a recent Honeywell study reveals that more than 80% of retailers plan to increase their AI capabilities by 2025 , with the aim of optimizing their operations, improving employee training and increasing shopper satisfaction.
According to the report, 35% of major retailers plan to significantly increase their investment in AI.
This movement responds to the need to adapt to an increasingly dynamic and competitive market , where automation plays a fundamental role in inventory management, customer service and logistics.
The study highlighted that AI is being used to solve key challenges in a rapidly evolving omnichannel environment.
Among its most relevant applications are returns management to optimize processes to reduce costs and waiting times, customer service automation with chatbots and virtual assistants to improve customer service, and product availability monitoring to ensure better inventory control in real time.
On the other hand, Honeywell’s study revealed that more than 50% of retail leaders believe that AI contributes to improving employee retention , while 52% believe that AI facilitates professional development, allowing workers to expand their skills and contribute more value to their roles.
In addition, 6 out of 10 executives said that AI tools make employees’ daily work easier, and 55% of respondents highlighted that AI increases job satisfaction, aligning with the industry trend of improving employee experience to enhance customer service.
AI is not only transforming the operational and workforce side of the retail sector, but also the shopping experience.
According to Honeywell’s survey, consumers are already interacting with AI in their purchasing processes .
66% of respondents have used AI to compare prices, check product availability or interact with chatbots, while 34% highlight the simplification of the payment process as a key benefit.
Honeywell’s study results indicate that AI is transforming the retail industry on multiple fronts.
Both businesses and consumers are increasingly adopting these technologies to improve efficiency, optimize processes and offer more agile and personalized experiences.
With increasing investments and a growing focus on automation, the retail sector is moving towards a 2025 where AI will be a central element in its evolution.
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