Shoppers embrace AI for utility while shunning it for advice

The divide between general apprehension and practical utility is stark. According to a survey of 2,501 consumers across eight markets, 81% of respondents feel confident using AI for shipping updates, and 74% are comfortable with automated pre-purchase inquiries. However, this trust erodes when the stakes involve financial or account management, where only 62% express confidence in AI. Robert Gerstmann, co-founder of Sinch, notes that consumers reject AI for its own sake, preferring it only when it performs a clearly defined job.

Regional attitudes further complicate the landscape. The United States stands as the most skeptical market, with 43% of shoppers explicitly stating that AI will not assist their holiday experience. Conversely, Brazil shows overwhelming optimism, with 78% of participants expecting AI to simplify their shopping. Despite these variations, the appetite for interaction remains high; only one respondent in the entire survey pool stated they would never engage with an AI chatbot, suggesting that while the technology is not yet a trusted advisor, it is widely accepted as a digital utility.