Retailers should note that shoppers remain wary of artificial intelligence, even as they rely on it for routine tasks. Sinch surveyed 2,501 consumers in July 2026 across the United States, Australia, Brazil, the United Kingdom, France, Germany, Mexico and Spain to gauge attitudes toward AI‑driven customer service.
Overall confidence slips, but specific trust remains high
Only 43% of respondents now believe AI will make shopping easier, down from 48% a year earlier. Still, more than 60% say AI can handle tasks such as tracking an order, checking product details, or providing after‑hours support.
Privacy and human contact top concerns
Data privacy tops the list of worries for 43% of shoppers, the second consecutive year it ranks highest. A further 15% are uneasy about not knowing whether they are speaking to a person or a machine. Only 7% report no concerns at all.
When it comes to direct assistance, 48% would rather call a human than use an AI voice agent, though 52% are open to AI if a quick transfer to a person is possible.
Generational differences shape attitudes
Younger shoppers are far more optimistic. Fifty‑five percent of Gen Z say AI will simplify shopping, compared with just 18% of Baby Boomers. Trust in AI recommendations mirrors this split: 55% of Millennials and 51% of Gen Z trust AI as much as a human, versus 30% of Baby Boomers.
Older shoppers also demand a safety net. Twenty‑three percent of Baby Boomers say they are “not confident at all” that AI can handle payment or billing changes, compared with only 11% of Gen Z.
Regional variation is stark
U.S. shoppers are the most skeptical, with only 26% believing AI will ease shopping—far below the global average. In contrast, Latin America shows the strongest confidence, as 72% say AI will make shopping easier and 61% trust AI recommendations.
What retailers can do
The survey suggests a clear path: deploy AI for quick, informational tasks like order tracking, while ensuring a transparent handoff to a human agent for more complex or sensitive issues. Clear labeling of AI interactions and robust privacy safeguards are essential to win over hesitant consumers.
By focusing on these strengths and addressing the highlighted concerns, retailers can harness AI’s efficiency without alienating the many shoppers who still value human contact.
Original reporting: KRDO (Colorado Springs metro) — read the source article.
