Trend Digital assistants become a distinct engagement channel, not a support utility
Summary
Capgemini argues digital assistants are turning into full consumer engagement channels in which recommendations are reached conversationally rather than through solitary browsing, so that trust is produced by guidance rather than by search results.
Classification
Main topicAI & Computing
Region menusGlobal
Impactscope:global
Time horizon4-10 years (2026-07-26)
Last updated2026-07-29 04:49:52
Evidence 1
- What matters to today's consumer 2026: How AI is transforming value perception Capgemini Research Institute page=47;section=What should CPR organizations do differently? / Accelerate growth with intelligent engagement 2026 accessed 2026-07-26
Observed signals 7
- SignalAmazon reports 250M Rufus users, +140% monthly users, and 60% higher conversion
- SignalGoogle adds conversational AI Mode and agentic checkout to Search
- SignalMore Retail reports forecast accuracy rising from 24% to 76% with AI
- SignalP&G is credited with a 40% cut in development time from AI virtual testing
- SignalWalmart and Target open purchasing inside AI platforms
- SignalWalmart extends computer-vision checkout to 500 US stores
- SignalWalmart is said to have gained 15% in repeat purchases from voice ordering
Part of issues 2
- IssueAI-optimized baskets split across retailers and make real-time price parity mandatory1 trends · 0 signals
- IssueThe 2026 watch point: brands stop being discovered and start being chosen by AI2 trends · 2 signals
Relation types: constitutes · supports
Public id: fm-74da645ae59e