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Speak and Spend: When Voice AI Pays Off in E-Commerce

Chenshuo Sun

ArticleSpotlight   https://doi.org/10.1177/00081256251389971
Abstract
Are voice assistants a gimmick or a growth engine? When shopping behavior was compared between customers who adopted a Tmall Genie smart speaker into their homes and those who didn’t, the study showed growth. The voice AI assistant expanded share of wallet, deepened loyalty, and boosted customer lifetime value. Retailers must operationalize it with discipline to capture durable, incremental growth.
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Speak and Spend: When Voice AI Pays Off in E-Commerce

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