Wayo na wucin gadi ya wuce alƙawarin gaba kuma ya zama gaskiya a fannin dillalai. Rahotannin masana'antu na baya-bayan nan, kamar Salesforce's Agentic Enterprise Index 2026, sun nuna cewa kamfanoni suna ninka adadin wakilan AI da aka tura sau uku, tare da raguwar lokacin turawa da kashi 53%. Wannan ci gaba ba wai kawai yana canza yadda kamfanoni ke mu'amala da abokan cinikinsu ba ne, har ma yana sake fasalta ingancin aiki a fannin kamar yadda yake gasa kamar dillalai.
Dillalan kaya sun zama cibiyar wannan juyin juya halin fasaha , wanda ya kai kashi 22% na jimlar yawan aikin da aka sarrafa ta atomatik (wanda aka auna a cikin Agent Work Units, AWU). Wannan adadi ba abu ne mai sauƙi ba: dillalan kaya suna sarrafa adadi mai yawa na hulɗa mai maimaitawa, daga tambayoyin oda zuwa bin diddigin jigilar kaya, wanda ya dace da sarrafa kansa. Duk da haka, ɗaukar wannan fasaha ba tare da ƙalubale ba ne, musamman game da haɗa tsarin da kiyaye dangantaka kai tsaye da abokin ciniki.
Dillali yana jagorantar karɓar wakilan AI
Bayanan da aka samu daga Asusun Tallace-tallace na 2026 na Salesforce, wanda aka tattara daga bayanan da ƙungiyoyi suka tattara waɗanda suka riƙe wakilansu a cikin samarwa tsakanin Fabrairu 2025 da Afrilu 2026, abin birgewa ne: matsakaicin adadin wakilan da aka kunna a kowace kamfani ya kusan ninka sau uku a shekarar da ta gabata. Wannan ɗaukar matakin gaggawa an bayyana shi ta hanyar raguwar lokacin turawa, wanda yanzu yana ɗaukar kimanin kwana biyu daga ƙirƙirar wakilai zuwa turawa.
Sashen sayar da kayayyaki ya yi fice a wannan fanni. Yawan Masu Amfani da AI (AWUs) a cikin dillalai ya karu ninki goma sha takwas a lokacin da aka yi nazari , kuma kodayake ana siffanta sashen da wakilai waɗanda ke yin takamaiman ayyuka ɗaya ko biyu, kamar binciken oda ko bin diddigin jigilar kaya, daidaitawarsu a lokacin buƙatar mafi girma abin mamaki ne. Misali bayyananne shine lokacin hutu, inda wakilin AI a cikin dillalai zai iya aiki a cikin ƙwarewa daban-daban guda tara, ƙaruwar kashi 350% idan aka kwatanta da tsarin sa na yau da kullun.
Daga tattaunawa zuwa aiki: sabon rawar da wakilai ke takawa
Juyin halittar wakilan AI ya ci gaba daga tattaunawa mai sauƙi zuwa aiwatar da ayyuka masu rikitarwa. A cewar wani rahoton Salesforce, rabon kiran aiki zuwa alamun fita ya karu a matsakaicin adadin kowane wata na 15%, wanda ke nuna cewa wakilai suna yin aiki na gaske maimakon kawai samar da rubutu. Wannan ikon aiwatarwa yana da mahimmanci musamman a cikin dillalai, inda wakili zai iya sake duba oda, aiwatar da ƙa'idar kasuwanci, da kuma bayar da kuɗin fansa a cikin tsarin aiki iri ɗaya.
Wani abin lura misali shine Pandora, kamfanin kayan ado na ƙasar Denmark, wanda ya aiwatar da wani wakili mai suna Gemma don gudanar da tambayoyi na yau da kullun da kuma bayar da shawarwari a lokutan da ake fuskantar cunkoso. Kamfanin ya danganta kula da kashi 60% na buƙatu da kuma ci gaba da kashi 10% a cikin Sakamakon Mai Tallafawa Yanar Gizo (NPS) a lokacin lokutan da aka yi nazari a kai ga wannan tsarin. Duk da cewa wannan takamaiman misali ne, yana nuna yadda AI za ta iya samar da ƙima mai ma'ana a fannin dillalai.
Haɗawa, ƙalubalen da ke jiran a sayar da kayayyaki
Duk da ci gaban da aka samu, amfani da fasahar AI a cikin shagunan sayar da kayayyaki ba tare da cikas ba ne. GlobalLogic, wani kamfanin Hitachi Group, ya yi gargaɗi game da abin da ya faru na "Bot Zoo", inda mafita da yawa ke rayuwa tare ba tare da sadarwa yadda ya kamata da juna ba. Wannan yanayin, a cewar Gabriel Arango, Shugaban Fasaha na Latin Amurka a GlobalLogic, ya ƙirƙiri wani tsari mai rikitarwa na fasaha inda ma'aikata ke zama kamar gada tsakanin tsarin da aka haɗa.
Misali na yau da kullun shine dawowa: abokin ciniki yana fara aikin ta hanyar manhajar wayar hannu, amma da isowa shagon, wurin siyarwar ba shi da damar samun wannan bayanin, wanda hakan ke tilasta musu maimaita aikin. Rashin haɗin kai tsakanin tashoshi ya kasance ɗaya daga cikin manyan ƙalubalen da ke tattare da bayar da ƙwarewar tashar omnichannel mai kyau.
Tallace-tallace da yawan aiki: ainihin tasirin AI
Bayanan da ke nuna tasirin da tallace-tallace ke yi ga tallace-tallace suna bayyana. A lokacin hutun 2025, dillalan da suka ɗauki wakilan AI sun ga ƙaruwar tallace-tallace ta yanar gizo da kashi 8% a cikin shekara-shekara, idan aka kwatanta da kashi 2% ga waɗanda ba su yi ba. Wannan bambancin sau huɗu a cikin ƙimar ci gaba yana nuna cewa AI ba wai kawai yana inganta ingancin aiki ba ne har ma yana da tasiri kai tsaye ga sakamakon kasuwanci.
A cikin gida, karɓar wakilai yana ƙaruwa. Yawan hulɗar ma'aikata da wakilai a kowane mako ya ƙaru da kashi 300% , kuma a kan dandamali kamar Slack, waɗannan tsarin sun kai matsakaicin zaman aiki 67 a kowane mako. Salesforce ta kiyasta cewa ma'aikatanta suna adana har zuwa sa'o'i biyar a kowane mako ga kowane ma'aikaci godiya ga ayyukan yau da kullun da kuma hanyoyin tallace-tallace marasa ɗan adam.
Ga masu sayar da kaya, mataki na gaba zai kasance nemo daidaito tsakanin sarrafa kai tsaye da kuma kiyaye dangantaka kai tsaye da abokin ciniki. Kamar yadda Adyen ya nuna, haɗarin AI na sarrafa niyyar siye na iya raunana abin da masu sayar da kaya suka ɗauki shekaru suna ginawa: dangantaka kai tsaye da masu siyar da su. Mabuɗin zai kasance don fasaha ta haɓaka, ba maye gurbin wannan dangantaka ba.
A takaice dai, fasahar kere-kere ta wucin gadi tana sake fasalta fannin dillalai a Spain da Turai, tare da ci gaba mai yawa a fannin inganci da tallace-tallace. Duk da haka, nasarar dogon lokaci za ta dogara ne akan ikon kamfanoni na haɗa waɗannan fasahohin cikin haɗin kai, kiyaye amincin abokan ciniki da kuma haɓaka damar wakilan AI.
