This paper draws on practice-informed, ethnographic research to develop an understanding of the novel social consequences and opportunities afforded from consumers' interactions with AI digital humans as part of the in-store shopping experience. We reveal and interrogate consumers’ experiences with AI digital humans in an exploratory study undertaken during the launch phase of an in-store kiosk digital store greeter in a flagship store of a large national technology and appliance chain. Our findings contribute to understanding the social significance of AI in retail on customer experience (CX) and the managerial implications of consumers interactions with AI digital humans are described and discussed.

本文利用基于实践的人种学研究，以了解消费者与人工智能数字人的互动所带来的新社会后果和机会，作为店内购物体验的一部分。我们在一家大型国家技术和家电连锁店的旗舰店内的店内售货亭数字商店迎宾员启动阶段进行的一项探索性研究中，揭示并询问了消费者对人工智能数字人的体验。我们的研究结果有助于理解人工智能在零售业对客户体验 (CX) 的社会意义，以及消费者与人工智能数字人类互动的管理影响。