New research reveals a fascinating shift: 1 in 3 consumers (34%) are open to letting AI shopping assistants make purchases for them, while 38% appreciate personalized recommendations and 31% value the speed they bring—but 66% still prefer to make decisions themselves -
Key trends include:
- Trust is fragile: Over half of consumers worry about data privacy, and many are frustrated by poor AI recommendations or chat experiences
- Human + AI synergy: Nearly 50% of shoppers prefer improved service quality over automation—highlighting the need to combine AI efficiency with human touch
Strategic balance needed: Retailers must focus on transparent data practices, retain customer control, and communicate AI benefits clearly to bridge the trust gap What this means for retailers & brands: AI isn’t just a tech upgrade—it’s a strategic enabler.
But confidence still comes from control, transparency, and quality. To win, brands must deploy AI thoughtfully, ensuring it empowers—rather than replaces—the shopper. Is your AI strategy human‑centred? Connect with us to explore how to integrate trust, transparency, and top-tier service into driven shopper experiences.
