Consumers are more likely to use Gen AI for
shopping, but many have lingering privacy concerns, according to a study by the email-text firm Omnisend.
Of the 1,224 surveyed, only 32% are now reluctant to allow
artificial intelligence (AI) to handle transactions, down from 66% in February.
Moreover, 29% feel Gen AI tools make the shopping experience less overwhelming. They are using it for:
- Product research – 57%
- Personalized recommendations – 45%
- Finding deals – 40%
Their
chosen shopping tool? Of those who use Gen AI for shopping online, 65% prefer ChatGPT. And 25% say its product recommendations are better than Google’s.
But 85% are worried about
privacy, personalization and AI fatigue.
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"Openness to AI is clearly on the rise, and businesses can no longer ignore it," says Marty Bauer, ecommerce expert at Omnisend. "But there's a
big difference between offering suggestions and inserting AI into every interaction in a way that feels intrusive. As privacy remains a major concern, ecommerce businesses must be crystal clear about
where, why, and how they use AI."
Those with concerns cite:
- Privacy and data security – 43%
- AI misinterpreting preferences
– 37%
- Irrelevant recommendations – 35%
- AI being overused in ecommerce – 26%
"A
drop in hesitation shows that convenience can quickly outweigh fear when the experience is smooth and transparent," Bauer adds. "But the fact that so many shoppers still cite privacy and accuracy
concerns means trust will define AI's next chapter in ecommerce."
Commissioned by Omnisend, Cint conducted the survey in July 2025.