TLDR: A recent Omnisend survey reveals a significant increase in consumer adoption of generative AI tools for online shopping, with nearly 60% of Americans now using them for various tasks. While reluctance to allow AI to handle transactions has nearly halved, a substantial 85% of shoppers still harbor concerns regarding privacy, data security, and the potential for AI misuse or misinterpretation.
A new survey conducted by Omnisend, a leading email and SMS marketing platform, indicates a growing acceptance of generative AI (Gen AI) tools among online shoppers, despite persistent concerns regarding privacy and data security. The report, based on a July 2025 survey of 1,224 U.S. consumers by Cint, highlights a notable shift in consumer behavior and sentiment towards AI in e-commerce.
According to the findings, a striking 59% of American consumers are already leveraging Gen AI tools for various online shopping activities. This widespread adoption marks a significant change, with many turning to AI for practical assistance. The most common uses include product research (57%), personalized recommendations (45%), and finding deals (40%). Among the various Gen AI tools available, ChatGPT stands out as the preferred choice for 65% of users, with one in four even asserting that its product recommendations surpass those offered by Google. Marty Bauer, an Ecommerce Expert at Omnisend, commented on this trend, stating, “Googling often means ads, SEO content, and dozens of open tabs before you find what you need. In contrast, generative AI tools tend to give you a distilled answer similar to that of a knowledgeable friend, making it easy to see why shoppers would choose one over the other to help with purchase decisions.”
The survey also revealed a dramatic decrease in consumer reluctance to allow AI to complete transactions on their behalf. In just five months, the percentage of shoppers hesitant about AI-driven purchases dropped from 66% to 32%. This shift suggests that convenience is beginning to outweigh initial apprehension, especially as companies like OpenAI are reportedly developing checkout features for tools like ChatGPT, signaling AI-driven commerce is on the cusp of becoming mainstream.
However, this growing openness is tempered by significant reservations. A substantial 85% of respondents expressed lingering concerns. The primary worries include privacy and data security (43%), AI misinterpreting preferences (37%), irrelevant recommendations (35%), and the overuse of AI in e-commerce (26%). Bauer emphasized the importance of transparency: “Openness to AI is clearly on the rise, and businesses can no longer ignore it. But there’s a big difference between offering suggestions and inserting AI into every interaction in a way that feels intrusive. As privacy remains a major concern, e-commerce businesses must be crystal clear about where, why, and how they use AI.” He added, “A drop in hesitation shows that convenience can quickly outweigh fear when the experience is smooth and transparent. But the fact that so many shoppers still cite privacy and accuracy concerns means trust will define AI’s next chapter in e-commerce.”
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The survey, which included quotas on age, gender, and place of residence to ensure a nationally representative sample, underscores the dual challenge for e-commerce businesses: embracing AI innovations while meticulously building and maintaining consumer trust.
