According to a study conducted globally in 2023, nearly ********** of people surveyed stated that they are open to the idea of buying new products and/or services recommended to them by generative AI. There was no significant distinction between the age groups, as each generation was more or less equally receptive to the idea of using generative AI for purchasing decisions. For more information on Capgemini's report on why consumers love generative AI, click here.

According to a survey conducted in 2022 worldwide among marketing leaders, ** percent of respondents stated that the most popular reason for using artificial intelligence (AI) to improve customer experience is to predict customer behavior and needs. Another ** percent of them said that they use AI in their marketing company in order to uncover frequent customer journeys. In comparison, only ** percent of marketing leaders shared that they use AI to improve MQLs (e.g. chatbots).

In a 2025 online survey, responding consumers from the United States stated that they have data security and privacy concerns. This was true for about 47.7 percent of responding consumers. Another, third was concerned about the accuracy of recommendations given by the AI.

In 2024, ***** out of four consumers familiar with the use of generative AI for online shopping expressed 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.

Artificial intelligence (AI) is rapidly transforming customer experience (CX) strategies, with **** of decision makers leveraging AI to analyze open feedback and create content in 2024. This widespread adoption reflects a growing trust in AI capabilities, as ** percent of global survey respondents expressed confidence in AI's ability to replace human interaction for assembling and presenting product information before purchases. Adoption challenges and consumer perceptions Despite the enthusiasm for AI in CX, companies face significant hurdles in implementation. Over ** percent of organizations cite a lack of specialized knowledge and expertise as major barriers to adopting AI. This skills gap may contribute to mixed consumer reactions, with ** percent of U.S. shoppers reporting improved experiences due to AI, while ** percent claim worse experiences. As businesses navigate these challenges, addressing the expertise shortage will be crucial for successful AI integration. Future trends in AI for customer service Looking ahead, AI applications in customer service are set to expand rapidly. By 2025, the vast majority of contact centers plan to implement generative AI, with only *** percent having no plans to adopt the technology. However, the trust in AI-powered customer service has still room for improvement, as less than ** percent of consumers trust AI agents handling customer service.

In 2025, a worldwide survey revealed that ** percent of consumers globally desire virtual try-ons when shopping online, AI-powered shopping assistants followed closely at ** percent.

In 2024, almost a quarter of consumers had already used generative artificial intelligence, and over ********* planned to use it in the future.

In a 2025 survey, over half of respondents associated the discovery of new recipes and foods with the use of AI for food related decisions. The survey was carried out online in the United States. Only 2.3 percent of respondents did not associate any benefits with the use of AI.

A worldwide survey carried out in 2024 showed that Boomers are the most concerned about the use of personal data when shopping online. 60 percent of them avoided sharing personal details because they did not trust data privacy with AI technologies.

In 2024, ** percent of consumers familiar with generative AI in online shopping used chatbots to answer queries. Other popular uses of generative AI in e-commerce included tailored loyalty programs, automated summaries of product reviews, and user-generated social media posts.

According to a study conducted in late 2024, consumer goods and retail executives said they were planning to increase their AI budget in 2025. Spending outside of the IT department would add up to 2.28 percent of the annual revenue and was expected to increase by 52 percent compared to the previous year.

As of March 2025, 35 percent of shoppers agreed that AI-powered shopping tools encouraged them to explore brands they wouldn't have considered otherwise. A further 30 percent stated that recommendations made by an AI assistant would make them purchase an item faster.

According to a survey conducted in Australia from June to July 2023, around ** percent of respondents indicated that they would be open to using an artificial intelligence (AI) search to find good prices for products and services when shopping online. Just shy of a quarter of those surveyed said they would consider using automated chats for customer service questions.

In 2023, about *** out of ten consumers familiar with generative AI for online shopping expressed a desire for brands and companies to provide a chatbot like ChatGPT for quick question-and-answer interactions. Meanwhile, ** percent of respondents indicated they would seek advice from a generative AI tool for future shopping experiences.

A survey conducted in 2025 among shoppers showed that almost ** percent of gen Z consumers have used AI shopping assistants or ChatGPT to help them with their online purchases. 48 percent of Millennials reported the same habit.

A survey conducted in 2023 shows how likely consumers are to adopt the use of artificial intelligence (AI) when shopping online, and in which categories would that happen the most. Around ** percent of respondents said they would use AI when purchasing flights and close to this number, around ** percent, would use the tool to look for hotels and resorts. Consumers who would use AI to buy medicine, clothes, beauty products and electronics range from ** to ** percent.

According to a survey, ** percent of generation Z consumers wanted automated and personalized generative artificial intelligence (GenAI) support in 2024. In addition, over half wanted artificial intelligence to automatically order products they frequently purchase.

In France, most consumers aged 18 to 34 years old tend to follow AI-powered product recommendations. A 2025 survey showed that ** percent of them purchased recommended products online, while another ** percent preferred to buy or check the product in store. More skeptical shoppers aged over 55 years kept the information for later (** percent) more often than younger shoppers did.

During a survey carried out in summer 2023 in Germany, ** percent of responding marketers stated that they believed consumers bought more sustainably now than they used to earlier. On the other hand, ** percent said that consumer behavior had not changed at all in this respect.

According to a survey conducted in 2023 in the Asia-Pacific region, around 38 percent of surveyed consumers reported they were concerned about privacy regarding the use of Generative AI in commerce. Consumers in the Asia-Pacific region were also concerned about accuracy and lack of human interaction due to the use of GenAI.