ÌÇÐÄÆƽâ°æ

Concerns about generative AI in e-commerce are growing, with ** consumers familiar with the use of generative AI for online shopping expressing concerns about bias in these models leading to embarrassing results. Other key concerns included the impersonation of individuals to provide false testimonials or reviews, and the potential use of deep fakes to create content, among other issues.

Consumer perceptions and usage of AI in online shopping

While consumers express concerns, many are still engaging with AI-powered features in e-commerce. In 2024, ** percent of consumers familiar with generative AI in online shopping used chatbots for queries. Interestingly, over ** percent of Generation Z consumers showed interest in using AI while shopping, significantly higher than the global average of around ** percent. This suggests a generational divide in AI acceptance that retailers will need to navigate.

Retailer adoption and investment in AI technologies

Retailers are increasingly investing in AI technologies to enhance various aspects of their operations. A 2025 survey revealed that ** percent of retailers planned to invest in AI to support sales and marketing efforts, while ** percent focused on product-related AI investments. The adoption of AI has already shown benefits, with nearly ** percent of e-commerce companies reporting improved efficiency and speed of work due to generative AI in 2024. Additionally, about ** percent of these businesses managed to reduce operational costs through AI-powered tools.