Editorial
The Gist
- AI shopping is rising. Adoption is growing, but trust and transparency still stand between interest and mass use.
- Disclose the essentials. Customers are happier when they know what data AI collects, how it’s used, and what choices they have.
- Reinforce, don’t replace. Provide clear instructions for using your AI tools and a simple opt-out to human help.
AI is working its way into almost every aspect of our daily lives, so of course, it’s playing a part in how we do our holiday shopping. While not everyone is onboard with AI-assisted shopping yet, emerging holiday shopping trends show that adoption is growing. What does your business need to know to be in sync with AI shopping trends this holiday season?
Table of Contents
- What Do Holiday Shopping Statistics Tell Us About AI Adoption?
- Why Are Many Consumers Still Hesitant to Shop With AI Assistance?
- AI Must Provide Practical Solutions to Existing Problems
- How Should Your Business Incorporate AI in the 2025 Holiday Season?
- AI as a Valued Assistant, Not a Gimmick
What Do Holiday Shopping Statistics Tell Us About AI Adoption?
AI-assisted shopping is gaining popularity, yet the pace of this adoption is still inconclusive. Holiday shopping statistics paint a picture of both optimism and uncertainty.
The PissedConsumer.com holiday shopping trends 2025 data (editor's note: the author's company) indicate that almost 70% aren’t looking to use AI at all during their holiday shopping. Furthermore, a mere 3.3% of respondents to this survey say they look to ChatGPT, Claude et al., to track down bargains.
Research by Adobe shows us that 38% of consumers have used AI in their online shopping, and 52% intend to incorporate it this holiday shopping season.
A Capgemini holiday survey reveals that 71% of consumers support AI-assisted shopping experiences, and 58% already favor AI over traditional search engines for shopping recommendations. This is up from 25% in 2023, suggesting a steady and significant uptake.
Why Are Many Consumers Still Hesitant to Shop With AI Assistance?
AI Holiday Shopping Adoption vs. Consumer Concerns
A snapshot of how shoppers view AI during the 2025 holiday season.
| Trend | Key Insight | Why It Matters |
|---|---|---|
| Growing AI adoption | 38% of consumers have used AI for online shopping; 52% plan to use it this holiday season. | Shows increasing comfort with AI shopping tools, signaling opportunity for retailers. |
| Strong consumer interest | 71% support AI-assisted shopping experiences; 58% prefer AI over search engines for recommendations. | Indicates a shift toward AI-enabled product discovery and purchase decisions. |
| High hesitation rates | Almost 70% say they aren’t planning to use AI for holiday shopping. | Reveals a sizable trust and transparency gap brands must close. |
| Low trust in AI answers | Only 45% trust AI assistance; concerns include accuracy and “AI hallucinations.” | Accuracy fears can derail adoption if brands don’t provide clear guardrails. |
| Dissatisfaction with AI chatbots | Only 38% report being satisfied with AI chatbot customer service. | Highlights the need for AI to reinforce—not replace—human support. |
| Need for transparency | Consumers want clear disclosure of data use and purpose. | Transparency is directly linked to higher adoption, satisfaction and loyalty. |
It’s accepted that most new technologies must overcome the obstacle of consumer skepticism, and for AI, trust and clarity are the main roadblocks to widespread adoption.
The hesitance is likely due to doubts about reliability, as well as worries about privacy and how personal data is used. People have concerns about the accuracy of answers as more cases of "AI hallucinations" come into light, as well as doubts about whether the information and prices are up to date. According to Akeneo, just 45% of consumers have faith in AI assistance, and only 38% are happy with the AI chatbot customer service experience.
Transparency and a clear explanation of how AI assistance is advantageous and how customer data is being used can fill the gaps that cause consumer doubt. For many, confidence in AI during holiday shopping 2025 will depend on this.
Related Article: AI Customer Support Explained: Benefits, Use Cases and Pitfalls to Avoid
AI Must Provide Practical Solutions to Existing Problems
The vital point to focus on when thinking about how best to use AI in the 2025 holiday shopping season is to give customers what they actually want. AI has a great practical value, and, therefore, it should be used in the context of addressing existing customer issues. The flipside is increased complexity and changes that nobody asked for, causing confusion and doubt.
The second issue the data identifies is a gap around trust, so working AI into the customer experience tactfully and in a way that shows its value immediately is the best route to gaining customer trust this holiday season.
How Should Your Business Incorporate AI in the 2025 Holiday Season?
With a focus on where improvements will be felt the most, think about the areas that have the most noticeable impact on customer satisfaction.
Customer service is a good example. An AI-supplemented customer service team can react and respond faster and with better-informed replies. AI natural language processing can triage customer enquiries, so that simple requests are addressed by AI chatbots, and sensitive inquiries are directed to a human agent, who also has more time to find a solution that works for the customer.
The key is to use AI to reinforce, not replace.
Consider the hesitant customer. In plain language, describe why and how AI is being used. Explain the time-saving benefits of AI purchase recommendations, particularly during the hectic holiday shopping season. Allow them to easily opt out if it’s a decision they would like to make themselves, rather than have imposed on them.
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AI as a Valued Assistant, Not a Gimmick
The coming years will certainly see a growth in AI’s presence across holiday shopping trends in the USA. Still, implementation is vital to how beneficial it actually is to your business.
Poor implementation will be a half-hearted attempt to jump on the bandwagon. Successful implementation will use AI in a problem-solving role that reflects customer needs, customer satisfaction, speeds up and simplifies the customer journey, and increases customer loyalty and confidence in your brand.
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