How AI shopping could change retail more than consumers expect – UK Times

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.

For companies, the appeal is obvious. From Amazon’s Rufus app and Walmart’s customer support to AI-enabled grocery carts, companies are rapidly integrating these tools into the shopping experience.

Assistants with names like Sparky and Ralph are being promoted as the future of retail, while technologists are calling on companies to prepare their brands for the era of agentic AI shopping.

The real concern is not that these systems might fail, but that they may succeed all too well.

The human side to shopping

AI shopping agents do offer considerable benefits.

For example, they can scan numerous products in seconds, compare prices across sellers, track discounts over time, sift through thousands of product reviews, and tailor recommendations to the user’s preferences and needs. They can even read through terms of service and privacy policies, helping consumers detect unfavorable fine print.

But there’s more at stake than these considerations.

While consumers have reason to focus on privacy and control, AI shopping agents carry some overlooked emotional risks, such as squashing the joy of anticipation. Psychologists have shown that the period between choosing a purchase and receiving it generates substantial happiness – sometimes more than the product or experience itself. We daydream about the vacation we booked, the outfit we ordered, the meal we planned. Automated buying threatens to drain this anticipatory pleasure.

This anticipation connects to another value: a sense of personal and ethical authorship. Even mundane shopping decisions allow people to exercise choice and express judgment. Many consumers deliberately buy fair-trade coffee, cruelty-free cosmetics or environmentally responsible products. The brands and products we choose, from Patagonia and Harley-Davidson to a Taylor Swift tour shirt, help shape who we are.

Shopping, moreover, has a communal dimension. We browse stores with friends, chat with salespeople and shop for the people we love. These everyday interactions contribute considerably to our well-being.

The same is true of gift-giving. Choosing a gift involves anticipating another person’s preferences, investing effort in the search and recognizing that the gesture matters as much as the object itself. When this process is outsourced to an autonomous system, the gift risks becoming a delivery rather than a meaningful gesture of attention and care.

Keeping human agency alive

AI shopping agents are likely to become part of everyday life, and the regulatory conversation is beginning to catch up, albeit unevenly.

Transparency has emerged as a central concern. Past experience with recommendation engines shows that undisclosed conflicts of interest are a real risk. The European Union has proposed a disclosure framework around automated decision-making, although its implementation was recently delayed. In Congress, U.S. lawmakers are considering bills to require companies to reveal how their AI models were trained.

So far, consumers seem to want to choose their own level of engagement – a signal that shopping, for many people, is more than just the efficient satisfaction of preferences. Perhaps the least-settled, yet most crucial question is whether AI shopping tools will be designed and regulated to serve users’ interests and human flourishing – or optimized, as so many digital tools before them, primarily for corporate profit.