Shoppers embrace AI for utility while shunning it for advice

The survey of 2,501 consumers across eight global markets reveals that skepticism toward AI vanishes when the technology is applied to specific logistics. A vast majority, 81%, express confidence in AI assistants for tracking orders and shipping updates, while 74% are comfortable using them for pre-purchase inquiries. This practical utility drives adoption, as evidenced by the fact that only one respondent in the entire sample categorically rejected any interaction with an AI chatbot.

Robert Gerstmann, Chief Evangelist and Co-Founder of Sinch, notes that shoppers reject abstract AI implementations but welcome tools that solve immediate problems. The threshold for trust shifts significantly when the task involves sensitive or subjective matters. When it comes to payment changes, account management, or product recommendations, a majority of users still prefer human oversight. This preference is particularly stark in the United States, which emerged as the most skeptical market with only 26% of respondents expecting AI to assist their shopping experience. Conversely, Brazil displays high optimism, with 78% of shoppers anticipating that AI will facilitate their holiday season purchases.