Australian consumers are among the most enthusiastic globally about adopting AI in shopping, with 35% willing to work with AI agents for faster service – which rises to 45% among Millennials and 48% among Gen Z, new Salesforce research has shown.
Almost one in three (29%) consumers would share their personal information with an AI agent so it can better anticipate their needs. More than three-quarters (79%) of consumers want to know if they’re communicating with an AI agent and 54% are more likely to use an AI agent if its logic is clearly explained.
However, 75% of Australian consumers report trusting companies less than a year ago, and 69% believe AI advancements make trust even more critical.
The global research suggests more than US$200 billion in global online sales will be influenced by AI this holiday season. With AI agents on the rise, this finding points to real opportunities to win back consumers.
Salesforce regional vice president for data cloud and AI – Australia, New Zealand and ASEAN, Kev Doyle said, “This year we’ll see a clear gap between the AI haves and have-nots. Consumers have had enough of disjointed experiences across channels and touchpoints, and the brands who are embracing Agents and AI are going to be the likely winners in this year’s shopping season.”