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AI in Commerce News

Curated coverage of artificial intelligence across retail, B2B distribution, e-commerce platforms, funding, and policy — organized by topic and continuously updated.

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THEMEGenerative AI tools outperform brand-built customer service solutions

AI-generated. Summaries are AI-generated from cited sources. Click through for the original report.

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Generative AI tools outperform brand-built customer service solutionsAI-generated

Retail's AI Gap Widens Between Ambition and Operational Readiness

Retail / DTC › Department Stores

Only 5-6% of companies report AI significantly improves their bottom line, yet retailers face pressure to deploy visible AI initiatives despite fragmented legacy systems and infrastructure constraints. Commerce teams must prioritize operational readiness and frontline integration over headline-grabbing pilots to close the gap between AI ambition and real-world execution.

Jul 15, 2026View full article →
Generative AI tools outperform brand-built customer service solutionsAI-generated

Gartner: Third-party AI tools beat brand chatbots in customer service

Retail / DTC › Warehouse Clubs, Supercenters, and Other General Merchandise Retailers › All Other General Merchandise Retailers

Customers are three times more likely to use third-party generative AI tools like ChatGPT and Claude for customer service than brand-owned chatbots, with third-party AI usage doubling in the past year while company chatbot adoption remained flat since 2022. Commerce leaders investing in proprietary chatbots without intentional adoption strategies risk poor ROI if customers prefer trusted, general-purpose AI tools they already use daily.

Jul 15, 2026View full article →
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