AI in eCommerce: what's the employee verdict?

Is AI going to become more prevalent in eCommerce? What does this mean for employees? Well, we have the opinions from people working in the industry right now!

In our annual eCommerce salary survey, we're always looking for new topics to bring to our respondents. This year, we just had to include AI to get their thoughts on it. The topic has grown in prevalence in the last few years, especially now as technology swiftly evolves.

So, strap in! It's time to hear what eCommerce professionals really think. A whopping 94% of respondents shared that AI will play a big part in future eCommerce jobs.  Are they fearing for their jobs or do they value it as an assisting tool? 

What are the advantages of AI in eCommerce?

The data showing that 71% believe AI saves time and 67% think it increases productivity highlights a clear recognition of AI’s practical benefits. In an industry driven by efficiency and speed, these statistics suggest that AI is being seen as an essential tool for handling repetitive tasks, streamlining processes, and boosting output. Time savings and productivity gains are key performance indicators in eCommerce, so it’s no surprise that these benefits resonate strongly with professionals.

However, it's interesting to note that only 32% believe AI minimises human error. While this is a substantial portion, it indicates a cautious attitude toward AI’s reliability. There’s a recognition that AI can reduce mistakes in data entry, analytics, and customer interactions, but it also implies that trust in AI’s precision has room to grow.

The relatively low 20% who think AI increases creativity further highlights this pragmatism. AI is often perceived as a tool for automation and optimisation rather than innovation. In eCommerce, where creative aspects like branding, marketing campaigns, and product design are critical, employees might still prefer human creativity over AI-generated solutions.

What are the disadvantages of AI in eCommerce?

The data reveals that while eCommerce employees recognise the benefits of AI, they also harbour significant concerns about its implementation and long-term impact. With 58% believing that AI requires too much further training, there’s a clear apprehension about the learning curve and the continuous upskilling needed to effectively integrate AI into daily operations.

Additionally, 52% of employees fear that staff will become overreliant on AI, signalling anxiety about the balance between automation and human expertise. This concern reflects a broader worry that excessive dependence on AI could lead to a decline in critical thinking, problem-solving skills, and human oversight - factors that remain essential in an industry as dynamic as eCommerce.

The fact that 47% express data privacy concerns is particularly telling, given the importance of customer trust in eCommerce. With AI heavily involved in data analysis, personalisation, and customer interactions, fears about data breaches and misuse are valid. Lastly, 26% of employees believe AI will become increasingly expensive, reflecting a long-term concern about sustainability. The initial costs of AI implementation, coupled with ongoing maintenance, training and updates could strain budgets, especially for smaller eCommerce businesses.

Other thoughts on AI from eCommerce professionals

Here are a few direct quotes from our respondents...do you agree?

“It will positively enhance digital technologies and productivity.”

“It will introduce a change of paradigm when it comes to information production, search and consumption.”

“It will aid in performing skills faster and help with mental blocks. It should be used to aid you, not do your job.”

“AI improves the time of production, creating briefs and analysing data. It allows a business to get from A to B with fewer touchpoints, smaller teams and lower costs.”

Want more exclusive insights?

Overall, these insights paint a picture of cautious optimism! There are many who recognise the benefits of AI in eCommerce, though they aren't ignoring the potential pitfalls either. Our fresh eCommerce salary survey report is full to the brim with more exclusive insights and fresh topics! Simply click below to get your hands on a free copy!