A recent survey by Omnisend involving 1, 026 U. S. respondents highlights consumer attitudes toward the increasing use of artificial intelligence (AI) assistants in ecommerce. The results show that although AI tools are more commonly integrated into online shopping, most consumers still prefer to make their own purchasing decisions instead of relying on AI. Specifically, 66% of participants favored maintaining control over their purchases, emphasizing a desire for personal choice in the buying process. Meanwhile, only around 34% were open to allowing AI to make purchases on their behalf. This division reflects a cautious stance many shoppers take regarding full automation in ecommerce transactions. Despite these reservations, many consumers recognize the potential advantages AI can offer. For example, 38% valued the personalized product recommendations that AI systems provide by tailoring suggestions based on individual preferences and past behavior. Additionally, 31% appreciated faster shopping experiences enabled by AI, such as quicker search results and simplified checkout processes. However, persistent concerns about data privacy and trust continue to influence consumer views on AI in ecommerce. Over half of respondents worried about their personal data being misused or mishandled by companies employing AI technologies.

Furthermore, 28% expressed outright distrust of businesses’ data practices, signaling a significant trust gap that retailers need to address. Beyond privacy issues, users frequently face frustration related to AI performance. Many reported receiving inaccurate product recommendations and experiencing unsatisfactory interactions with chatbots designed for customer service. Such negative encounters can reduce the perceived value of AI tools and reinforce skepticism about their use. Reflecting these challenges, almost half of the surveyed consumers indicated a preference for improved service quality over further automation. This suggests that while AI has the potential to enhance online shopping, it should serve to support rather than replace the human element in customer experiences. Drawing from these insights, experts recommend that retailers focus on transparency regarding AI use and data handling. It is crucial to maintain customer control over purchasing decisions and clearly communicate the benefits AI can offer to build consumer trust. By addressing privacy concerns and ensuring AI delivers accurate, helpful assistance, ecommerce businesses can close the trust gap and encourage more positive customer interactions. This survey highlights the delicate balance ecommerce retailers must achieve as they incorporate AI into their platforms. Prioritizing ethical data management, respecting consumer autonomy, and improving AI service quality are essential for wider acceptance of AI assistants in digital shopping. As AI technologies evolve, continuous engagement with consumers and a commitment to transparency will remain key to shaping ecommerce’s future.