Retailers Turn to AI Agents to Meet Shoppers Before Checkout

Retailer Investment in AI

37%

Percentage of retailers planning to invest in AI shopping assistants over the next three years.

AI Usage Among Online Shoppers

47%

Percentage of online shoppers who used some form of AI during their most recent purchase.

Expected AI Adoption in Two Years

64%

Percentage of consumers who expect to use AI shopping agents within two years.

§ 01 Executive Snapshot

What: Retailers are increasingly prioritizing AI shopping assistants in their technology investments.
Who: Retailers, consumers, Visa Acceptance Solutions.
Why it matters: The shift towards AI indicates a significant change in how retailers allocate resources, impacting the future of digital commerce.

37% of retailers plan to invest in AI shopping assistants over the next three years, according to the PYMNTS report.
47% of online shoppers used some form of AI during their most recent purchase.
64% of consumers expect to use AI shopping agents within two years.
Consumer demand for price matching exceeds merchant support by 14 percentage points (61% vs. 47%).
Support for cross-channel shopping declined by nine percentage points despite unchanged consumer demand.

Retailers have spent years enhancing their digital shopping capabilities, but the rise of AI is prompting a reevaluation of which investments yield the best returns.
As AI becomes a more significant factor in consumer behavior, retailers must adapt their strategies to remain competitive and meet evolving expectations.

The immediate consequence is a reallocation of development resources towards AI, potentially leading to a decline in investment in established digital features.
Long-term, this shift could reshape the retail landscape, with AI becoming a standard expectation for consumers and a key differentiator among retailers.

Retailers face the risk of under-investing in established digital features that still hold consumer demand, leading to potential customer dissatisfaction.
The competitive landscape may shift rapidly, with retailers that fail to adopt AI technology facing challenges in attracting and retaining customers.

Monitor the rollout of AI shopping assistants and their adoption rates among consumers over the next two years.
Future developments in consumer expectations regarding digital shopping features will signal whether the current reallocation of resources is effective or if it needs adjustment.

§ 07

What percentage of retailers plan to invest in AI shopping assistants?

37% of retailers plan to invest in AI shopping assistants over the next three years.

Why are retailers prioritizing AI shopping assistants?

Retailers are prioritizing AI shopping assistants to adapt to changing consumer behavior and expectations in digital commerce.

How does consumer demand for price matching compare to merchant support?

Consumer demand for price matching exceeds merchant support by 14 percentage points, with 61% of consumers wanting it compared to 47% of merchants.

What risks do retailers face by under-investing in established digital features?

Retailers risk customer dissatisfaction and challenges in attracting and retaining customers if they under-invest in established digital features.