Six in Ten UK Consumers Would Stop Using an AI Shopping Agent After One Mistake, ACI Survey Finds
Trust remains the critical barrier to adoption of AI-driven shopping tools, as UK consumer survey reveals fears over control, money and accountability
New research from ACI Worldwide (NASDAQ: ACIW), an original innovator in global payments technology, reveals a significant trust gap between artificial intelligence and human decision-makers, highlighting a key barrier to the widespread adoption of AI shopping agents.
A YouGov survey of more than 2,000 UK adults, conducted on behalf of ACI Worldwide, found that just 19% of consumers trust AI assistants to follow rules to set up make every day purchasing decisions, compared with 55% who trust a human expert or adviser. Seven in ten (69%) do not trust AI, even when it follows rules they set, while six in ten (60%) say they would stop using an AI agent after just one mistake.
AI shopping agents are tools that can search, compare and, with a consumer’s permission, complete purchases on their behalf. The findings come as merchants, payment providers and technology platforms increasingly move these tools beyond product discovery and closer to checkout and payment.
