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 US retail decision-makers and 500 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.
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    80% of consumers

    report uncertainty about how AI is used in stores
  • Smiley Sad

    53% of customers

    say poor or unhelpful service is the top factor that prevents them from returning to a store
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    43.6% of retailers

    say operating conditions have worsened due to labor shortages and rising costs
  • Clock

    38.9% of retailers

    list reducing checkout times as their top driver for technology investment
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    42% of customers

    say a faster checkout is the #1 improvement they want in stores
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