Retailers are quickly embracing autonomous AI—sometimes referred to as agentic AI—to enhance operations and customer experiences. Gen Z is leading the shift, using AI for discovery and shopping. But to grow adoption across all generations, retailers must build trust through data security and transparency of AI use.
Here are five key stats on agentic AI’s role in the shopping journey.
Key stat: 43% of retailers are piloting autonomous AI, according to Salesforce’s Connected Shoppers Report.
- Another 53% are evaluating its uses.
- Top use cases for AI agents in retail include customer service, streamlining tasks for merchants (like creating a website that optimizes sales), marketing, training store associates, and managing inventory.
What it means: Retailers are getting serious about agentic AI.
- The race to adopt AI agents is driven by tangible benefits, from enhancing customer experiences to increasing backend efficiency.
- Early adopters will likely gain a first-mover advantage in innovation, productivity, and customer loyalty.
Key stat: 22% of shoppers use AI for product discovery and inspiration at least occasionally, per Salesforce.
- Gen Z shoppers are 10x more likely (20%) than baby boomers (2%) to frequently use AI to discover new products.
- 20% of shoppers have used AI for customer service, and 18% for purchases at least occasionally.
What it means: AI is becoming part of the shopping journey—especially for younger generations.
- Gen Z’s reliance on AI for discovery signals a shift in how product inspiration is happening, moving away from traditional search to AI-powered experiences.
- Retailers need to consider how their products appear in AI interactions and optimize for relevance and engagement in this new context.
Key stat: 70% of shoppers are at least somewhat interested in AI agents helping them optimize their loyalty points, according to the Salesforce report.
- Shoppers are also interested in using AI agents for customer service, returns and exchanges, and even making purchases when items hit target prices.
- Gen Z shoppers are 2.7 times more likely than baby boomers to be interested in receiving product recommendations from AI.
What it means: Consumers are open to AI when it adds value—especially in simplifying tasks or saving money.
- Retailers can use AI agents as proactive shopping companions, but relevance and transparency will be key to building trust and driving adoption.
Key stat: 75% of retailers say AI agents will be essential for a competitive edge by 2026, according to Salesforce.
- 67% of retailers believe autonomous AI will bring mostly opportunities.
- 81% of retailers trust AI to act autonomously—with sufficient guardrails.
What it means: Retailers see autonomous AI as a strategic differentiator, but must ensure the right safety protocols are in place.
- Companies investing now in robust, responsible AI frameworks will be better positioned for the future.
Key stat: Only 24% of consumers are comfortable sharing data with an AI shopping tool, according to EMARKETER and CivicScience data cited in our “AI Agents and the Consumer Journey” report.
- Top trust-builders include strong privacy protections, the ability to turn the AI on and off, and requiring consumer approval before purchases, per Salesforce.
- Security/privacy concerns are the top barrier to AI adoption among retailers, but a third are upgrading data security in preparation for a more AI-powered future.
What it means: Consumer trust is critical to successful AI adoption.
- While interest in AI tools is high, hesitancy around data sharing could become a major barrier.
- Retailers must prioritize transparency and data privacy—clearly communicating how data is being used to deliver value.
This was originally featured in the Retail Daily newsletter. For more retail insights, statistics, and trends, subscribe here.