2025 holiday shopping went AI

The 2025 holiday period in the US became the first truly AI-powered shopping season, according to the Liveops 2025 Holiday AI & Customer Service Report

According to the report, 78% of shoppers interacted with artificial intelligence at some point in their experience and for a majority, 73%, this represented a noticeable increase from previous years.

Shoppers encountered AI or automation through chatbots, automated texts, delivery tracking updates, voice assistants, and self-service return portals. For many, this was their first real experience with AI-driven retail support, which made service faster, but not always better.

“Consumers made one thing clear: the future of retail isn’t about maximising automation, it’s about elevating the quality of every interaction,” said Molly Moore, COO of Liveops. “AI should clear the path, and people should carry the relationship. Companies that design AI around trust, transparency, and empathy will lead the next era of customer experience.”