Artificial intelligence-powered chatbots significantly boosted online holiday sales in the United States during the 2024 season, according to a Salesforce (CRM) report. U.S. online sales rose by nearly 4% year-over-year to $282 billion between November 1 and December 31, surpassing Salesforce's forecast of 2% growth. Retailers utilized AI-driven tools, such as conversational chatbots, personalized product recommendations, and loyalty programs, to engage customers seeking deals and trending products, contributing to the increase in sales.
Global AI-influenced sales also climbed from $199 billion in 2023 to $229 billion in 2024, with chatbot usage rising by 42%. However, the high rate of product returns—28% in 2024 compared to 20% in 2023—emerged as a challenge, potentially affecting profit margins. Retailers increasingly relied on mobile commerce, with 79% of orders placed via smartphones during the holiday season, particularly peaking on Christmas Day.
Market Overview:- AI-powered chatbots drove a 4% year-over-year increase in U.S. online sales during the 2024 holiday season.
- Global AI-influenced online sales reached $229 billion, up from $199 billion in 2023.
- Social media platforms like TikTok Shop and Instagram generated 14% of e-commerce traffic.
- AI tools, including chatbots and recommendations, were key drivers of retail growth.
- Retailers faced higher product return rates, rising from 20% in 2023 to 28% in 2024.
- Mobile commerce dominated, with 79% of orders placed via smartphones.
- Retailers will prioritize AI tools to improve customer engagement and reduce revenue losses from returns.
- Social media-driven commerce is expected to play a larger role in future shopping trends.
- AI adoption is set to expand as retailers refine strategies to maximize profit margins.
- AI-powered chatbots contributed to a 4% year-over-year increase in U.S. online holiday sales, surpassing Salesforce’s forecast of 2% growth.
- Global AI-influenced online sales rose to $229 billion in 2024, reflecting the growing adoption of AI tools in retail.
- Retailers leveraged AI-driven personalization and loyalty programs to enhance customer engagement, driving higher conversion rates.
- Mobile commerce accounted for 79% of holiday orders, highlighting the synergy between AI tools and mobile shopping trends.
- Social media platforms like TikTok Shop and Instagram generated 14% of e-commerce traffic, showcasing the effectiveness of integrated digital strategies.
- The high product return rate of 28% in 2024, up from 20% in 2023, poses significant challenges to profit margins despite increased sales.
- AI adoption may require substantial upfront investments, which could strain smaller retailers lacking resources to compete with larger players.
- Over-reliance on AI tools like chatbots risks alienating customers seeking human interaction for complex queries or issues.
- Rising consumer expectations for personalized experiences may pressure retailers to continually innovate, increasing operational costs.
- The rapid pace of technological adoption could lead to uneven implementation, creating disparities in customer satisfaction across platforms.
Salesforce's data underscores the growing importance of AI and mobile commerce in shaping retail trends. Social media platforms like TikTok and Instagram also contributed significantly to driving traffic to e-commerce sites, emphasizing the value of an integrated digital strategy. Despite these gains, managing the rising cost of returns will remain a critical challenge for retailers.
As retailers adapt to these evolving trends, the use of AI and data-driven insights will be pivotal in sustaining growth. Salesforce’s findings highlight the importance of balancing technological adoption with operational efficiencies to navigate the challenges posed by increasing consumer expectations and return rates.
