创业邦·2025-06-12 03:09Core Viewpoint - The integration of AI into e-commerce is seen as a new productivity force, but consumer experiences with AI features often fall short of expectations, highlighting a gap between technological advancement and user satisfaction [4][17][30]. Group 1: AI in E-commerce - AI is becoming a significant productivity tool for e-commerce platforms, with applications like AI shopping assistants, digital human live streaming, and virtual fitting rooms being integrated into apps [4][17]. - Major platforms like Taobao, JD.com, and Douyin are investing heavily in AI to reduce costs and improve efficiency, with AI technology reportedly lowering operational costs by approximately 70% [20][21]. - The use of AI in live streaming has shown promising results, with over 1 billion views during major sales events, indicating a strong consumer engagement with AI-driven content [20]. Group 2: Consumer Experience with AI - Consumers often find AI features in e-commerce to be lacking, with many expressing frustration over AI's inability to understand complex queries or provide personalized recommendations [5][12][26]. - A significant portion of consumers still prefers human intervention, with 45.5% occasionally using human support and 33.7% requiring it when needed, indicating a demand for improved AI problem-solving capabilities [26]. - Users have reported humorous and frustrating interactions with AI, such as repetitive questioning and irrelevant suggestions, which detracts from the overall shopping experience [15][29]. Group 3: Future of AI in E-commerce - The future of AI in e-commerce is expected to evolve from isolated functionalities to comprehensive operational support, enhancing user trust and engagement throughout the shopping lifecycle [30]. - Reports suggest that by 2025, e-commerce will account for 16.49% of industries utilizing AI digital humans, indicating a growing trend in this sector [23]. - The competitive nature of the e-commerce industry necessitates continuous improvement and adaptation of AI technologies to meet evolving consumer needs and preferences [31].