- Two -thirds of buyers will not let AI check their basket, even for better offers
- Most people fear that AI will help retailers more than it help them make smart choices
- Customers want suggestions, not machines deciding what color, brand or size
While the main giants of technology and retail trade rush to integrate agency AI into electronic commerce, consumers’ feeling remains cautious.
The best brands like Amazon, Google, Walmart and Mastercard pushed the limits with AI systems designed to act on behalf of buyers.
However, it seems that most buyers say “no thank you”, we don’t need a machine to act on our behalf.
According to an Omnisnd survey, 66% of us bought buyers, they would not allow AI to make purchases for them, even if it meant to secure better offers.
This resistance not only reflects hesitation on new technologies, but a deeper distrust whose interests of these AI tools really serve.
“Consumers are open to IA improvement to improve their shopping experience, but there is a world of difference between obtaining an intelligent recommendation and putting the whole portfolio,” explains Bernard Meyer, expert in electronic commerce at Omnisnd.
The agentic AI promises convenience by automating the selection and payment process.
In theory, this could rationalize purchasing decisions, reduce the time spent looking for offers and even personalize orders, but many buyers remain skeptical.
“Buyers want to know exactly what they buy, be it size, color or brand. The confidence of an agent to make these calls is always a jump. Especially when consumers suspect that AI is working for the retailer, not them. Until the confidence gap ends, AI will remain a product discovery tool. ”
Almost half of those questioned, 48%, believe that AI should focus on customer service improvements rather than transactional control.
Many believe that the current use of AI prioritizes the terminated sale rather than helping customers.
In fact, 42% consider AI today as being mainly intended to increase sales rather than solving problems.
This perceived bias undermines confidence in AI agents and foods concerning the erosion of independent choice.
Even the best online marketing tool or email marketing service could find it difficult to perceive the public if AI is considered to be amplification manipulation or use user data for targeting.
In addition to confidence, data confidentiality plays an important role in hesitation and 58% of respondents said they were concerned about how AI manages their data.
If users fear that these systems will be aligned with commercial programs rather than their interests, adoption can be triggered regardless of technical sophistication.
