- Two -thirds of shoppers don’t let AI check their shopping cart, even for better deals
- Most people fear that AI helps retailers more than it helps them make smart choices
- Customers want suggestions not machines that decide what color, fire or size to buy
As larger tech and retail giants rush to integrate Agentic AI into e-commerce, consumer mood remains cautious.
Top brands like Amazon, Google, Walmart and Mastercard push the boundaries of AI systems designed to shop on behalf of shoppers.
However, it looks like most shoppers say “no thanks”, we don’t need a machine to shop on our behalf.
According to a survey from Omnisend, 66% of US shoppers say they would not allow AI to make purchases for them, even if it meant to secure better offers.
This resistance not only reflects hesitation with new technology, but a deeper distrust whose interests these AI tools actually serve.
“Consumers are open to AI who improves their shopping experience, but there is a world of difference between getting a smart recommendation and handing over the whole wallet,” says Bernard Meyer, e-commerce expert at Omnisend.
Agentic AI promises convenience by automating the selection and payment process.
In theory, this streamline buying decisions can reduce time spent searching for offers and even personalizing orders, but many customers are still skeptical.
“Buyers will know exactly what they buy, whether it is size, color or fire. Having confidence in an agent to make these calls is still a jump. Especially when consumers suspect AI is working for the retailer, not them. Until this trust distance closes, AI remains a product discovery tool.”
Almost half of the respondents, 48%, believe that AI should focus on customer service improvements rather than transaction control.
Many people feel AIS current use prioritizes sales rather than helping customers.
In fact, 42% AI today looks like mainly aimed at increasing sales rather than solving problems.
This perceived bias undermines confidence in AI agents and fuel regarding erosion of independent elections.
Even the best online marketing tool or E email marketing service may be struggling with public view if AI is seen as reinforcing manipulation or utilizing user data for targeting.
In addition to trust, data protection plays a significant role in hesitation, and 58% of respondents said they were concerned about how AI handles their data.
If users fear that these systems are in line with commercial agendas rather than their interests, adoption may stop regardless of technical sophistication.
