Six in Ten UK Consumers Would Stop Using an AI Shopping Agent After One Mistake, ACI Survey Finds

According to a survey conducted by ACI Worldwide, six out of ten UK consumers would immediately stop using an AI shopping agent if it made just one mistake. The finding underscores the extremely low error tolerance consumers have for AI agents in retail environments, presenting a significant trust barrier for AI adoption in e-commerce.

The survey, conducted by payment technology firm ACI International, polled UK consumers on their attitudes toward and willingness to use AI shopping assistants. Results indicate that while more e-commerce platforms are integrating AI agents, consumer expectations for accuracy and reliability are extremely high.

Industry analysts note that these findings serve as a warning for retailers actively deploying AI agents: the technology must deliver near-zero-error performance, or it risks driving users away and damaging brand reputation. Building and maintaining trust will be a critical challenge for commercializing AI shopping agents.

The report was published via Business Wire, based on ACI International's UK consumer research.