AI in Ecommerce Statistics: Personalization, Service & Sales Performance
AI is accelerating ecommerce transformation: Gartner (2024) finds 76% of enterprises have deployed AI, while 64% of retail execs use it for customer engagement. Spend is rising ($120B global AI software forecast by 2026) and 39% of retailers use generative AI, with personalization (48%) and inventory optimization (38%) leading adoption.
Key Takeaways
AI adoption in ecommerce is surging: 76% deploying AI, 48% for personalization, 38% reducing stockouts. GenAI, spend forecasts & privacy/metrics.
- 76% of enterprises have deployed at least one AI technology in their business operations, according to the 2024 Gartner survey.
- 64% of retail executives reported using AI to improve customer service and engagement.
- 72% of B2B organizations expect to increase their AI spending in the next 12 months.
- 42% of retailers said they are modernizing their data platforms to support AI use cases.
- 54% of companies said they have integrated AI capabilities into their customer experience platforms.
- 45% of organizations said they are prioritizing AI in operations automation such as forecasting, pricing, and fulfillment.
- 44% of retailers reported that AI is being used for fraud detection in eCommerce checkout.
- 61% of ecommerce managers said AI improves personalization quality over time through learning systems.
- 46% of organizations reported that AI improves demand planning accuracy.
- $120.0 billion is forecast to be the global spend on artificial intelligence software by 2026.
- 33% of worldwide retail spending is expected to be influenced by AI-driven personalization by 2026.
- $3.8 billion is the estimated global spend on AI in marketing in 2024.
- 77% of marketers reported using AI or automation for campaign optimization.
- 40% of companies said AI improves the performance of search advertising in eCommerce.
- 56% of marketers said personalization increases customer engagement.
Corporate & B2b
In Corporate and B2B ecommerce, adoption is already broad with 76% of enterprises using at least one AI technology, while 72% plan to raise AI spending, and personalization efforts are expanding across customer service and outreach.
76% of enterprises have deployed at least one AI technology in their business operations, according to the 2024 Gartner survey.
64% of retail executives reported using AI to improve customer service and engagement.
72% of B2B organizations expect to increase their AI spending in the next 12 months.
39% of companies reported deploying generative AI in at least one business function for customer-facing operations.
48% of companies reported using AI for personalization across channels.
33% of retailers reported that AI is integrated into their marketing technology stacks.
38% of retailers reported using AI to reduce inventory stockouts.
50% of retailers said they plan to use generative AI to create personalized product content.
63% of customer service organizations reported adopting AI-enabled tools to assist agents.
35% of B2B organizations said AI is being used to qualify leads and personalize outreach.
Digital Strategy
With 54% of companies already integrating AI into customer experience platforms, and 42% modernizing data platforms for AI use cases, ecommerce leaders are accelerating real-time personalization and automation while also improving privacy and fraud protection.
42% of retailers said they are modernizing their data platforms to support AI use cases.
54% of companies said they have integrated AI capabilities into their customer experience platforms.
45% of organizations said they are prioritizing AI in operations automation such as forecasting, pricing, and fulfillment.
27% of retailers said they are using federated learning or privacy-preserving techniques to use customer data for AI.
36% of companies said they have adopted AI evaluation metrics for measuring model performance in production.
39% of retailers said they are implementing real-time personalization to improve conversion rates.
55% of organizations said they plan to deploy more AI in marketing automation during 2025.
29% of retailers reported adopting a composable commerce architecture to better integrate AI services.
37% of companies said they are implementing AI-enabled fraud detection strategies across eCommerce channels.
Industry Insights
Industry insights show that retailers are already applying AI across the funnel, from fraud detection at 44% to real time personalization at 41% and improving personalization quality over time at 61%.
44% of retailers reported that AI is being used for fraud detection in eCommerce checkout.
61% of ecommerce managers said AI improves personalization quality over time through learning systems.
46% of organizations reported that AI improves demand planning accuracy.
39% of retailers said they are using AI to support product data quality, including catalog enrichment.
41% of enterprises said AI is used to personalize offers in real time at the point of decision.
26% of retailers said AI is used to predict customer returns and adjust product recommendations.
37% of retailers reported using AI to detect website UX issues that reduce sales conversion.
Market Size & Growth
With $120.0 billion forecast for global AI software spend by 2026 and 33% of worldwide retail spending expected to be influenced by AI personalization, ecommerce growth is set to accelerate alongside rapid investments like $3.8 billion in AI marketing during 2024.
$120.0 billion is forecast to be the global spend on artificial intelligence software by 2026.
33% of worldwide retail spending is expected to be influenced by AI-driven personalization by 2026.
$3.8 billion is the estimated global spend on AI in marketing in 2024.
$8.7 billion is projected global spend on AI in marketing by 2027.
$0.30 per dollar is the estimated incremental value created per dollar of retail media investment by using AI optimization tools.
$6.5 billion is forecast to be the market for AI product discovery solutions by 2026.
$2.6 billion was spent on AI-based fraud prevention solutions globally in 2024.
$5.9 billion is projected global spend on AI-based fraud prevention solutions by 2027.
Marketing & Advertising
With 77% of marketers using AI for campaign optimization and 40% seeing improved search ad performance in eCommerce, it is clear AI is fueling more precise targeting, personalization, and pricing strategies across marketing teams.
77% of marketers reported using AI or automation for campaign optimization.
40% of companies said AI improves the performance of search advertising in eCommerce.
56% of marketers said personalization increases customer engagement.
38% of retailers reported using AI for dynamic pricing and promotional offers.
48% of marketers reported using AI to segment customers more accurately.
