Study Finds AI Agents Significantly Impact Consumer Shopping Habits
A new report indicates that 74 percent of consumers have already used AI agents during their shopping journeys. The study suggests AI is making consumers more informed and active buyers.
A recent Agentic Commerce Retail Tech Report by CI&T reveals a substantial shift in consumer behavior, with 74 percent of surveyed customers having utilized AI agents while shopping.
The report, based on a survey of 1,011 respondents, also found that 78 percent of consumers believe AI makes them smarter shoppers. Furthermore, 55 percent stated that AI leads them to shop more frequently.
"Agentic commerce is now a reality in modern shopping," said Melissa Minkow, Global Director of Retail Strategy and Insights at CI&T. "AI agents align perfectly with this shift where the traditional path to purchase has evolved." Minkow added that agents are increasingly becoming consumers' first touchpoint, rather than replacing retailer websites.
Major retailers like Walmart, which launched an AI chatbot named Sparky, and Amazon, with its integrated AI tools for Alexa and seller support, are already adopting AI to enhance customer service and sales. The study highlights that 63 percent of consumers who haven't used AI agents yet are open to trying them, indicating future growth potential.
The findings suggest a growing integration of AI in the retail sector, with businesses needing to adapt to consumers' evolving expectations and AI's role as a primary shopping research and interaction tool.