Stat Library

84% of retailers currently use AI.

• Only 2% of retailers say they have no plans to use AI.

Gen Z shoppers are 2.7x as likely as baby boomers to want product recommendations from AI agents (63% vs 23%).

Gen Z shoppers are 10x more likely than baby boomers to frequently use AI to discover new products (20% vs. 2%)

54% of Gen Z shoppers have used AI to discover new products

84% of loyalty program members say the programs make them more likely to repurchase

The average shopper belongs to four loyalty programs.

• 77% of shoppers belong to at least one loyalty program
• 35% of shoppers belong to a loyalty program they’ve never used

88% of retailers say unified commerce will significantly impact their business objectives

75% of retailers say AI agents will be essential for a competitive edge by 2026.

Top Factors That Increase Shoppers’ Trust in AI Agents

1. Data privacy and security protections
2. Ability to easily turn it off/on
3. Require approval before any purchase
4. Transparency over how data is used
5. Available human customer service backup

53% of shoppers use social platforms to discover products, up from 46% in 2023.

• 76% of Gen Z vs. 36% of baby boomers

39% of shoppers have used AI to discover new products

Shoppers’ Top Agent Use Cases

1. Answer questions for faster customer service
2. Optimize loyalty points
3. Complete returns and exchanges
4. Secure high-demand products before they sell out
5. Buy items when they reach a target price