AI chatbots played a major role in last year's holiday shopping season, making the experience smoother for millions of customers. Retailers like Amazon and Walmart used chatbots to provide personalized gift suggestions and answer customer questions quickly. A standout feature was their ability to handle complex requests, such as "What's a good gift for a 10-year-old who loves science?"

According to Salesforce, consumer use of AI-powered customer service chatbots increased by 42% compared to the previous year. This shows how quickly shoppers are adopting the technology. However, some chatbots still made errors, especially with unusual questions. Experts believe AI will continue to transform online retail, offering smarter and more reliable support in the future.