KING OF PRUSSIA, PA — Radial Inc. said surveys of U.S. consumers show strong interest in using artificial intelligence for shopping but limited real-world adoption, highlighting a gap tied to trust and control concerns.
The company said two surveys of 1,000 consumers each found 58% are open to placing orders through an AI assistant, but only 6% have done so.
Radial said the findings suggest adoption of AI-driven commerce will depend on how retailers manage fulfillment, payments, and post-purchase experiences.
“AI may change how consumers shop, but fulfillment is what makes that promise real,” Chief Executive Officer Tom Schmitt said.
The surveys found most consumers want to retain control over AI-assisted transactions, with 34% saying they would approve each action taken by an AI system and 23% limiting AI to recommendations.
About 21% said they do not want AI acting on their behalf at all, according to the company.
Payment remains a key concern, with 53% requiring approval before purchases, 41% expecting two-factor authentication, and 19% saying they would not trust AI with payment information.
Consumers also indicated a preference for safeguards, with 46% citing the need for strong privacy protections and 42% expecting access to human support if issues arise.
The survey found AI adoption is more likely in specific use cases, with 47% of respondents saying they would use AI to find the best price, compared with 12% who would rely on it to select alternative products.
Radial said only 5% of consumers currently begin shopping with AI tools, compared with 34% using search engines and 32% using online marketplaces.
The company said post-purchase services may drive broader adoption, with 54% of consumers indicating interest in using AI for delivery tracking and issue resolution, and 36% expressing cautious interest in AI tools that interact with retailers and delivery systems.
Radial said 44% of consumers would value faster delivery recommendations from AI assistants, while 35% cited return-friendly product suggestions.
The company said the findings indicate retailers may need to strengthen fulfillment, payment systems, and customer service infrastructure as AI tools become more integrated into online shopping.
More information about the survey is available at https://radial.com/lp/agentic-commerce.
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