- Two thirds of buyers will not let AI check their cart, even to get better offers
- Most people fear that AI is helping retailers more than they are helping them make intelligent decisions.
- Customers want suggestions, not machines that decide what color, brand or size
As the main technology and retail giants rush to integrate the agent into electronic commerce, the feeling of the consumer remains cautious.
The best brands such as Amazon, Google, Walmart and Mastercard are pushing the limits with AI systems designed to act in the name of buyers.
However, it seems that most buyers are saying “no thanks”, we do not need a machine to act in our name.
According to a survey conducted by Omnisend, 66% of American buyers say they would not allow AI to purchase, even if that meant getting better offers.
This resistance reflects not only to doubt it about the new technology, but a deeper distrust of whose interests these AI tools really serve.
“Consumers are open to the AI improve their purchase experience, but there is a world of difference between obtaining an intelligent recommendation and delivering the entire wallet,” says Bernard Meyer, an expert in omnisend electronic commerce.
Agentic ai promises convenience by automating the selection and payment process.
In theory, this could optimize purchase decisions, reduce time spent agreements and even customize orders, but many buyers are still skeptical.
“Buyers want to know exactly what they are buying, whether size, color or brand. Trusting an agent to make those calls is still a jump. Especially when consumers suspect that AI is working for the retailer, not for them. Until that confidence gap is closed, the AI will continue to be a product discovery tool.”
Almost half of the respondents, 48%, believe that AI should focus on customer service improvements instead of transactional control.
Many feel that the current use of AI prioritizes additional sale instead of helping customers.
In fact, 42% believe that AI today is mainly oriented to the increase in sales instead of solving problems.
This bias perceived undermines confidence in AI agents and combines concern for the erosion of the independent election.
Even the best online marketing tool or email marketing service could have difficulties with public perception if AI is considered to amplify manipulation or exploit user data for guidance.
In addition to trust, data privacy plays an important role in hesitation, and 58% of respondents said they were worried about how AI handles their data.
If users fear that these systems are aligned with commercial agendas instead of their interests, adoption can stop independently of technical sophistication.
