84% of consumers who have made a purchase based on AI recommendations report a positive experience
BOSTON, May 14, 2025 /PRNewswire/ — Akeneo, the Product Experience (PX) Company and leading provider of Product Information Management (PIM) solutions, today announced results from a survey examining U.S. consumer preferences, trust level, and overall experience with AI when shopping online, and their comfort level engaging with chatbots. The results of the survey showcase a complex, yet optimistic, relationship between eCommerce customers and the integration of AI technologies to boost their experience, with 32% of respondents saying they have completed a purchase based on an AI recommendation. As businesses continue to invest in AI recommendations and chatbots, there is an opportunity to increase consumer trust and build loyalty to enhance the online shopping experience.
AI to Improve the Product Experience
When it comes to shopping online, consumers have nearly endless options due to the explosive growth of eCommerce channels. However, not all eCommerce experiences are equal, and consumers are starting to recognize the impact AI has on different aspects of their experience. Akeneo’s survey revealed 75% of respondents have noticed AI recommendations or chatbots online, and of that, 44% have engaged with the technology. Of the consumers who have completed a purchase based on an AI recommendation (32%), an overwhelming 84% of those were happy with the purchase.
As AI continues to integrate into all areas of the retail tech stack at a rapid pace, the Akeneo survey reveals the unique opportunity for AI in improving product experiences, specifically. Results show various aspects of the product journey where consumers feel AI has already improved their experience.
- 37% of consumers have noticed AI being used to improve product recommendations
- 33% have noticed faster customer support
- 31% have experienced improved or more accurate search results
- 28% have reported better product information and descriptions
- 27% have noticed improved AI summaries of customer reviews
The survey results validate the opportunity for retailers and merchants to invest in AI to improve product experiences, as customers are quickly realizing the value AI can deliver. Strong product experiences rely on accurate, real-time data insights. With AI, organizations can automatically sort through data, pull out patterns, recognize trends, and identify issues as quickly as possible. By ensuring eCommerce pages are accurate, detailed, and free of inaccuracies or issues, retailers and merchants allow customers to make decisions confidently, reducing the likelihood of returns and improving satisfaction. When thinking about what AI integration can do for their eCommerce experience in the future, 42% expect more accurate and faster customer support, 39% expect more accurate recommendations, and 37% expect more personalized recommendations based on their preferences.
Transparency, Trust, and Chatbots
The use of AI in eCommerce isn’t slowing down and will continue to become increasingly more present on both the front and back ends. While the AI opportunity is ripe, it’s critical to balance its positive impact with the potential security risks – with the survey revealing major trust issues between consumers and AI. Only 45% of consumers have some level of trust in AI-powered recommendations and chatbots to provide accurate product suggestions based on their interests and preferences. As brands and retailers continue to work towards increasing brand loyalty, there is an opportunity to invest in transparency around what data they are collecting and how it is being used to power these recommendations to gain trust with customers.
Overall, only 38% of shoppers who have used chatbots reported being satisfied with the support they received, and only 14% were very satisfied. Brands that are investing in chatbots have the opportunity to fine-tune the level of support customers are receiving and increase the level of personalization offered. There is also a growing level of confusion and distrust between consumers and how transparent they believe brands are about what they’re using the data for, with 43% believing brands are not transparent and 30% unsure of the level of transparency they are receiving. Despite the current state of confusion, consumers are hopeful for the future of AI and chatbots, with 49% of consumers at least somewhat likely to continue shopping with a brand that uses AI to enhance the experience.
“AI will continue to deeply integrate into the digital shopping experience and eCommerce platforms, but it must be done cautiously and purposefully,” said Romain Fouache at Akeneo. “Our data confirms that consumers are both cautious, yet curious and optimistic about the impact AI will have in the future as demand for transparency, trust, and increased personalization continues to grow. As businesses focus on delivering strong experiences and support, it’s essential that trust and transparency are built into the product experience as the foundation of a strong and loyal customer relationship.”
To learn more about Akeneo and its product experience offerings, please visit www.Akeneo.com. To learn more about the full results of the survey, please reach out to akeneo@pancomm.com.
Dynata Survey Methodology
The survey was commissioned by Akeneo and conducted by Dynata, the world’s largest first-party data company. The survey was conducted in April 2025 of 1,000 U.S. consumers 18 years and older to understand consumer preferences, trust, and awareness of AI-powered recommendations when shopping.
About Akeneo
Akeneo is the product experience (PX) company and global leader in Product Information Management (PIM); creating a world where every product interaction is an experience that guides consumers and professionals to the best purchase, anytime, anywhere. Akeneo empowers business leaders with software, education, and an engaged community all focused on the practice of product experience management.
Leading global brands, manufacturers, distributors, and retailers, including Chico’s, CarParts.com, TaylorMade Golf, Rail Europe, Kering, and more, trust Akeneo to scale and customize their omnichannel commerce initiatives. Using Akeneo’s intelligent Product Cloud, companies can create elevated product experiences with user-friendly and AI-powered product data enrichment, management, syndication, and supplier data onboarding; as well as a comprehensive app marketplace and partner network to meet business and buyer needs. For more information: https://www.akeneo.com.
Media Contact:
Natasha Koleas
PAN, for Akeneo
akeneo@pancomm.com
SOURCE Akeneo