Personalization at Scale: How GenAI Elevates the Digital Shopping Experience

Amazon tailors your feed. Netflix curates your nights. Spotify knows your mood. Today’s shoppers are conditioned to expect instant relevance, but most digital retail experiences still feel stuck in the past.

Static product grids. Generic promotions. Support tickets that go unanswered for hours. It’s not just frustrating—it’s expensive. Poor personalization leads to high bounce rates, abandoned carts, and missed opportunities to drive loyalty.

And it’s no longer just a competitive edge—it’s a baseline expectation. In 2025, 64% of retailers already use AI for hyperpersonalized recommendations, and 97% plan to expand GenAI investment¹. The question is no longer “if” but “how well.”

Recent analysis from NewEcom.AI reveals a deeper transformation: the shift from keyword search to AI-mediated discovery. As agent-led shopping experiences like Amazon Rufus, Shopify Magic, and white-labeled LLMs take over, static listings risk being sidelined entirely³. Brands not optimized for intent-driven discovery may soon find themselves invisible.

Turing Intelligence helps retailers operationalize GenAI across the full customer journey—from product discovery to checkout. The result: reduced cost-to-serve, increased revenue per session, and higher customer lifetime value.

Retail chatbots used to be glorified FAQs. Now, GenAI is transforming them into full-stack assistants—capable of handling support, guiding discovery, and recovering stalled carts.

Turing Intelligence equips retailers with conversational systems that:

• Resolve support issues instantly, lowering queue volume and agent overhead
• Assist shoppers in real time, improving product comparisons and category navigation
• Re-engage hesitant buyers through proactive interventions based on intent signals

Customer vignette: A nationwide beauty brand replaced its outsourced tier-1 support with a GenAI assistant trained on past tickets and product FAQs. Within two weeks, the AI resolved 80% of inbound chats, cutting agent workload in half and boosting satisfaction by 11 points.

The outcomes are clear:

• –30% in support costs through AI-first engagement²
• +67% in sales from chat-led customer interactions²
• Higher CSAT scores due to faster, more contextual resolution²

And these experiences scale globally—49% of retailers now deploy multilingual chat and AI avatars to serve international audiences¹.

One-size-fits-all recommendations can’t meet today’s demand for relevance. Shoppers expect intelligent, contextual suggestions that adapt as they browse.

Turing Intelligence delivers recommendation engines that:

• Use real-time behavioral and session data to drive relevance
• Dynamically update based on inventory, margin, and customer affinity
• Increase visibility for products with high satisfaction and low return rates

Customer vignette: A global footwear retailer integrated Turing’s rec layer across mobile and desktop. By session 3, returning customers saw 23% more personalized product exposure, and the brand saw a 12% boost in AOV during seasonal promotions.

Retailers using GenAI for personalization see:

• +10% revenue lift through real-time recommendations²
• Reduced bounce and exit rates, especially on mobile
• Higher AOV, with smart upsells and product bundling²

With 64% of retail leaders citing personalized recommendations as a top ROI driver¹, adaptive merchandising is no longer optional.

NewEcom.AI adds urgency: by 2028, AI-powered agents—not human browsing—will dominate commerce interfaces³. That makes intelligent recommendation engines not just conversion tools, but the new storefront.

Digital shoppers want more than support—they want guidance. AI shopping assistants now deliver personalized, context-aware interactions that move users from intent to purchase.

Turing Intelligence helps retailers deploy assistants that:

• Curate personalized bundles based on stated goals or inferred preferences
• Recommend alternatives when items are unavailable or mismatched
• Streamline checkout across chat, voice, and in-app interfaces

Results include:

• +70% increase in incremental orders from guided flows²
• –22 seconds per order in QSR voice environments²
• Lower cart abandonment, with faster and more responsive handoffs

With 40% of retailers prioritizing GenAI assistants for 2025¹, these capabilities are fast becoming standard.

NewEcom.AI forecasts a five-year shift toward "agentic commerce" where always-on assistants act as the new interface for transactions³. Turing’s GenAI copilots provide a durable path to get there, without rewriting your stack.

Retailers don’t need separate tools for discovery, support, and checkout—they need an integrated AI strategy that connects every step in the journey.

Turing Intelligence helps unify these touchpoints through scalable AI infrastructure and outcome-driven delivery models. The result:

• Smarter discovery that drives product visibility
• Faster, lower-cost support that resolves issues before abandonment
• Intelligent checkout that improves throughput and order value

And it pays off:

• 94% of retailers say AI has reduced operational costs¹
• 87% report revenue growth, with 25% exceeding 20% YoY gains¹
• $88K saved per store, on average, through AI-powered loss prevention¹

The agentic future laid out by NewEcom.AI is already unfolding—and the brands that adapt will define the next era of retail³.

Turing Intelligence helps retail leaders align personalization, support, and checkout systems to measurable outcomes—reducing friction, increasing conversion, and building loyalty.

[Talk to a Turing Retail Strategist →]

Sources

1. NVIDIA “State of AI in Retail and CPG,” March 2025
2. Turing Intelligence case data and pilot benchmarks (Retail CX Systems)
3. NewEcom.AI, The AI Revolution in E-Commerce: How Intelligent Technologies Are Reshaping the Digital Marketplace, 2025.