Shoppers abandon AI-recommended purchases when the brand's website contradicts the advice. Nearly all surveyed consumers said a disappointing site would make them reconsider. Most would keep researching, some would switch brands, and a smaller group would drop the purchase. About one in five said an AI shopping assistant gave information differing from the brand website. Another one in five said the assistant gave too little detail to buy with confidence. More than a third said AI has replaced search engines for at least part of their shopping. Julie Geller of Info-Tech Research Group said retailers take the first reputational hit for wrong website content. Contentsquare surveyed 2,000 consumers in the United States and France.
What changed
Shoppers mostly began product research on a brand's own website or a search engine.
- 97% would reconsider a purchase
- 57% would keep researching
- 23% would switch brands
- 2,000 consumers in US and France
Sources