Americans spend a remarkable amount of time shopping – more than on education, volunteering or even talking on the phone. But the way they shop is shifting dramatically, as major platforms and retailers are racing to automate commercial decision-making.
Artificial intelligence agents can already search for products, recommend options and even complete purchases on a consumer’s behalf. Yet many shoppers remain uneasy about handing over control. Although many consumers report using some AI assistance, most currently say they wouldn’t want an AI agent to autonomously complete a shopping transaction, according to a recent survey from the consultancy firm Bain & Company.
As scholars studying the intersection of law and technology, we have watched AI-assisted commerce expand rapidly. Our research finds that without updated legal measures, this shift toward automated commerce could quietly erode the economic, psychological and social benefits that people receive from shopping on their own terms.
Caveat emptor
Part of shoppers’ hesitation is about privacy. Many are unwilling to share sensitive personal or financial information with AI platforms. But more profoundly, people want to feel in control of their shopping choices. When users can’t understand the reasoning behind AI-driven product recommendations, their trust and satisfaction decline.
Shoppers are also reluctant to give away their autonomy. In one study involving people booking travel plans, participants deliberately chose trip options that were misaligned with their stated preferences once they were told their choices could be predicted – a way of reasserting independence.
Other experiments confirm that the more customers perceive their shopping choices being taken away from them, the more reluctant they are to accept AI purchasing assistance.
Although the technology is expected to get better, there have been some well-publicized missteps reported in financial and tech media. The Wall Street Journal wrote about an AI-powered vending machine that lost money and stocked itself with a live fish. The tech publication Wired cataloged design flaws, like an AI agent taking a full 45 seconds to add eggs to a customer’s shopping cart.
The business case for AI shopping
Consumers have good reason to be cautious. AI agents aren’t just designed to assist; they’re designed to influence. Research shows that these systems can shape preferences, steer choices, increase spending and even reduce the likelihood that consumers return products.
And companies are hyping these capabilities. The business platform Salesforce promotes AI agents that can “effortlessly upsell,”
while payments giant Mastercard reports that its AI assistant, Shopping Muse, generates 15% to 20% higher conversion rates than traditional search – that is, pushing shoppers from browsing to completing a purchase.
