• by Ray Schultz , Columnist, February 26, 2025

Consumers are doubtless more accepting of AI than they were. But they still hold strong reservations about some uses. 

For instance, 66% would not allow AI-driven shopping assistants, chatbots or automated buying systems to purchase on their behalf, according to a new study by Omnisend.

Some of this may be due to lack of quality. Of those polled, 39% have abandoned purchases because of inaccurate recommendations, poor chatbot experiences or other AI issues. 

Given their choice, 48% say AI should be used for improving customer service.

Then there’s privacy -- 58% of shoppers are concerned about how AI handles their personal information, and 28% don't trust any company with their data.

However, there are some positives. For instance, 38% of shoppers like personalized product recommendations, and 31% say AI helps them discover products faster. But, overall, the time does not seem right for AI-driven buying.

"Consumers are open to AI enhancing their shopping experience, but there's a big difference between receiving personalized recommendations and handing over full purchasing control,” says Greg Zakowicz, senior ecommerce expert at Omnisend. “Large-scale adoption of AI-driven purchasing requires a fundamental shift in consumer behavior — and that's not happening anytime soon.”

Zakowicz recommends that ecommerce firms concentrate on building trust, not being intrusive and providing shoppers with control over how they receive suggestions. 

On behalf of Omnisend, Cint surveyed 1,206 US consumers in February 2025.