Infobip predicts 7.3 billion AI-driven interactions during holiday shopping season

Infobip research indicates that artificial intelligence is playing an increasingly central role in holiday shopping. The global cloud communications platform predicts over 7.3 billion user interactions during the Black Friday and Cyber Monday period.

According to the study, 63.2% of consumers have used an AI assistant or chatbot for shopping within the last 12 months, with 21.9% using them frequently. Consumers express a preference for using AI to compare products (73.4%) and find personalized offers (67.8%), though they are less willing to let AI make final decisions or handle complaints on their behalf.

The research also highlights a shift in shopping timelines. Nearly 60% of respondents plan to begin holiday shopping by the start of November, while only 19% intend to wait until the Black Friday week itself. Regarding communication, while email remains a dominant channel for notifications, mobile and conversational channels are gaining importance, with 85% of consumers expecting order confirmations within five minutes.