Retailers look to AI to manage holiday shopping volume
With U.S. holiday spending projected to surpass $1 trillion, businesses are increasingly deploying AI to handle customer inquiries and mitigate cart abandonment.
The National Retail Federation (NRF) projects that U.S. holiday spending in November and December will exceed $1 trillion for the first time. This forecast highlights the intense pressure on retailers to maintain efficient service while managing high volumes of seasonal consumer demand.
Data from Accenture suggests that 85 percent of shoppers are likely to abandon purchases due to indecision or frustration during the checkout process. Retailers have historically struggled with these peaks, as traditional support channels—such as telephone hold times and outdated FAQ portals—often fail to provide the immediate assistance required to close sales.
Nextiva CEO Tomas Gorny notes that AI-driven solutions are being integrated to handle these high-volume tasks, such as tracking order status and verifying promotion codes, without the need for additional manual labor. By automating these interactions, businesses aim to reduce wait times and provide consistent, real-time responses to consumer inquiries.
As the competitive landscape intensifies, retailers are shifting toward these automated systems to safeguard conversion rates. The focus remains on guiding customers through the purchasing process more smoothly to counteract the volatility of holiday buyer loyalty.