AI wins clicks but shoppers still prefer the human touch, new research finds
· retailgazette.co.uk
<div class="at-above-post addthis_tool" data-url="https://www.retailgazette.co.uk/blog/2026/08/ai-wins-clicks-but-shoppers-still-prefer-the-human-touch-new-research-finds/"></div>Retailers may be racing to embrace AI-powered shopping and customer service, but new research suggests human interaction remains crucial to winning shopper trust and loyalty. Eight in 10 consumers are willing to use AI-powered customer service, yet two-thirds still prefer speaking to a human, according to research from customer experience platform Five9. Five9 found that...<!-- AddThis Advanced Settings above via filter on wp_trim_excerpt --><!-- AddThis Advanced Settings below via filter on wp_trim_excerpt --><!-- AddThis Advanced Settings generic via filter on wp_trim_excerpt --><!-- AddThis Share Buttons above via filter on wp_trim_excerpt --><!-- AddThis Share Buttons below via filter on wp_trim_excerpt --><div class="at-below-post addthis_tool" data-url="https://www.retailgazette.co.uk/blog/2026/08/ai-wins-clicks-but-shoppers-still-prefer-the-human-touch-new-research-finds/"></div><!-- AddThis Share Buttons generic via filter on wp_trim_excerpt -->
Retailers may be racing to embrace AI-powered shopping and customer service, but new research suggests human interaction remains crucial to winning shopper trus...