Smart commerce and smarter connections

AI is reshaping retail, healthcare, and workplace productivity—not by replacing humans, but by enhancing experiences. From personalized shopping to real-time sentiment analysis, AI's real value lies in smarter, more human-centered decision-making

- PCQ Bureau

AI is no longer a “future tech” in retail and ecommerce—it’s already reshaping how customers shop, how brands interact, and how organizations operate internally. But unlike the cold, robotic image some may associate with artificial intelligence, today’s AI is more human-aware than ever—powering not only personalized recommendations but also aiding sentiment, support, and strategic decision-making.

In a conversation with Prof. D.K. Batra, IMI Delhi, we explore how AI is being used thoughtfully and practically in consumer experience, healthcare support, sentiment analysis, and workplace productivity—without losing the human touch.

Personalized, Not Pushy

AI Recommendations That Feel Like Real Help

From chatbots to curated suggestions, AI-driven recommendation engines are transforming how Indian consumers experience online shopping. But the success of these systems lies in their ability to offer value—not noise.

“AI allows customers to rely on personalized recommendations,” explains Prof. Batra, “as the technology helps identify their preferences, tastes, and purchasing patterns.” This doesn’t just enhance convenience—it strengthens customer trust and decision-making.

A 2024 EY Consumer Index backs this up, revealing that 30% of Indian consumers are AI-aware, outpacing global counterparts at 17%. From Flipkart to Big Basket and emerging quick commerce platforms, AI is being used to process massive volumes of real-time user data—from search behavior to browsing history—to refine product offerings and optimize supply chains.