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How AI is Reshaping Australian eCommerce Industry


More than 75% of Australian eCommerce businesses have integrated artificial intelligence into their day-to-day operations.

The latest State of Commerce report, a collaboration between Salesforce and the Australian Retailers Association (ARA), discloses that a significant 80% of eCommerce businesses in Australia are actively leveraging artificial intelligence.

Among them, 33% have fully implemented AI into their operations, while an additional 47% are currently experimenting with this transformative technology.

How Australian eCommerce Ventures Embrace AI

“Commerce businesses are focused on driving efficiency and growth with new built-in and AI-powered innovations that enable a faster path to purchase and greater customer satisfaction,” said Michael Affronti, GM and SVP of Commerce Cloud. “The companies that can leverage their customer data effectively to build these new connected commerce experiences will enable strong customer loyalty and profitability in the years to come.”

This study comes to light concurrently with Microsoft’s announcement of a significant update to its CoPilot AI service tailored for businesses. Microsoft disclosed this week that it will be eliminating the previous requirement of a minimum of 300 users for its AI offering, thereby making AI accessibility available to small and medium-sized enterprises (SMEs).

“With intense competition in today’s retail sector, integrating technology and customer experience isn’t just a trend—it’s a survival strategy,” said Paul Zahra, CEO of the Australian Retailers Association. “AI innovations have potential to streamline operations and improve customer-brand interactions across the retail value chain. As the industry shifts towards ever-increasing technological innovations, AI’s role is set to grow.”


Despite the favorable reception, experts caution that Australia lags in AI regulation and emphasize the importance for the government to proactively establish regulatory frameworks. Currently, the Australian Government has introduced an ethics framework for artificial intelligence, encompassing eight voluntary principles to guarantee the safety, security, and reliability of AI. Collaborative efforts are underway between the government and the industry to formulate more formal regulations.

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    Pranjal Mehta

    Pranjal Mehta is the Managing Director of Zealous System, a leading software solutions provider. Having 10+ years of experience and clientele across the globe, he is always curious to stay ahead in the market by inculcating latest technologies and trends in Zealous.


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