Akeneo, a leader in Product Information Management (PIM), conducted a U.S. consumer survey to explore how AI impacts online shopping experiences. The study reveals an optimistic, yet complex, relationship between consumers and AI-driven features like recommendations and chatbots. With nearly one-third of consumers making purchases based on AI suggestions, brands have a significant opportunity to enhance product experiences and build trust through transparent and personalized AI implementations.

1. AI's Growing Role in the eCommerce Product Experience

• 75% of respondents have encountered AI-driven recommendations or chatbots while shopping online.

• 44% of those consumers engaged with the technology.

• 32% completed a purchase based on an AI recommendation, and 84% of them were satisfied with their decision.

• AI is being used across multiple stages of the customer journey to enhance experiences.

2. Where Consumers See AI Adding Value

• 37% noticed improved product recommendations.

• 33% experienced faster customer support.

• 31% benefited from more accurate search results.

• 28% observed enhanced product information and descriptions.

• 27% noticed improved AI summaries of customer reviews.

These figures indicate that consumers are increasingly recognizing AI’s role in refining their overall product discovery and decision-making processes.

3. The Future Potential of AI in Retail

• 42% of consumers expect faster and more accurate customer support from AI in the future.

• 39% look forward to more precise recommendations.

• 37% expect deeper personalization aligned with their preferences.

• Businesses have the opportunity to boost customer satisfaction and reduce product returns by ensuring that eCommerce product data is accurate, real-time, and AI-enhanced.

4. Transparency, Trust, and Chatbot Adoption

• Trust remains a concern—only 45% of consumers somewhat trust AI-powered recommendations and chatbots.

• Satisfaction with chatbots is low—only 38% of users reported satisfaction, and a mere 14% were very satisfied.

• 43% of respondents believe brands are not transparent about data usage, and 30% are uncertain about transparency levels.

• Despite trust issues, 49% of consumers are open to continuing purchases with brands using AI to enhance the experience.

The survey underscores a growing yet cautious optimism among consumers regarding AI in eCommerce. While AI significantly enhances product discovery and personalization, retailers must prioritize transparency and trust to maintain consumer confidence. Businesses investing in AI must align innovation with clear communication to build stronger, long-lasting relationships with their customers. The path forward lies in integrating AI with ethical, customer-centric strategies that respect privacy while elevating the product experience.