INDUSTRY INSIGHTS

In-Store Intelligence: AI’s Role in Retail’s Human Touch

Explore how AI enhances in-store decision-making, empowers frontline teams, and strengthens human connections that define exceptional retail experiences.

AI is no longer just for e-commerce; it’s reshaping the in-store experience. From smart checkouts and stock management to theft prevention and team communication, connected stores are more data-driven than ever. However, greater automation also raises new questions around trust, transparency, and customer experience.

Key Findings

VoCoVo commissioned research with 250 UK retail decision-makers and 503 consumers across various sectors, including fashion, DIY, and grocery, to uncover how AI is being adopted, the challenges retailers face, and where shopper expectations align or diverge.
  • Users Three

    81% of consumers

    say retail staff are an important part of their shopping experience
  • Shield Slash

    1 in 6 UK consumers

    admit to having stolen from a store before
  • Smiley Angry

    37% of retailers

    report incidents of physical or verbal abuse towards their colleagues occurring at least once a week
  • Clock

    29% of shoppers

    say they will tolerate a maximum of 30 seconds before getting frustrated at a self-checkout
  • Basket

    50% of shoppers

    have put a product back on the shelf because a staff member was unable to answer their question about it.
The data sends a very clear warning against over-automation. More than 80% of shoppers still see retail staff as a core part of the experience, and poor service remains one of the fastest ways to lose a customer permanently. AI should be doing the quiet, heavy lifting so colleagues can do the human work, guiding, reassuring and solving problems in real time
A blonde woman in a colorful paisley blouse sits at a table with an abstract painting behind her.
Kate Hardcastle MBE, The Customer Whisperer