The Future of AI In Ecommerce: 40+ Statistics on Conversational AI Agents For 2025

AI is everywhere in ecommerce right now. Product recommendations feel smarter. Customer questions get answered instantly. Ads seem like they read your mind.

‍

Behind it all is a wave of automation and data that’s quietly reshaping how people shop and how businesses sell. Whether the goal is speed, personalization, or scale, AI is driving results, and the numbers prove it.

‍

This article rounds up 40+ ecommerce AI stats that show what’s working, what’s changing, and how ecommerce teams are getting more done with fewer resources. If you’re building or running an ecommerce business, these are the numbers to watch.

Key AI in Ecommerce Statistics

Rep AI’s 2025 AI Ecommerce Shopper Behavior Report analyzed over 17 million shopping sessions across online stores. The data highlights how AI-driven conversations impact everything from purchase speed to order value.

‍

Other recent surveys confirm the broader trend. Brands across the industry are adopting AI to improve performance and stay competitive.

‍

The stats below show how AI is changing both shopper behavior and business strategy in ecommerce.

AI-Enabled Ecommerce is Expected to Reach $8.65 Billion in 2025

The global AI-enabled ecommerce market was valued at $7.25 billion in 2024 and is projected to grow to $64.03 billion in 2034, according to Precedence Research. 

‍

This represents a compound annual growth rate (CAGR) of 24.34% between 2024 and 2032. Growth at this pace reflects more than just optimism. It shows that brands are funding AI solutions as a central part of their business strategy.

89% of Companies Are Using or Testing AI

Retail and CPG businesses are prioritizing AI across their operations. A recent NVIDIA survey found that 89% of companies are either actively using AI or running pilot programs.

‍

Most of these implementations focus on customer engagement, marketing automation, and predictive analytics.

47% Faster Purchases: AI Accelerates Shopping Decisions

Shoppers complete purchases 47% faster when assisted by AI. This is one of the most consistent behavioral changes observed in Rep AI’s analysis of conversational sessions versus control groups.

‍

AI eliminates hesitation by offering timely answers and personalized product suggestions. It shortens the product discovery phase and removes friction at checkout.

AI Chat Increases Conversion Rates by 4X

According to Rep AI’s data, 12.3% of shoppers who engage with AI-powered chat make a purchase, compared to just 3.1% of those who do not. This difference represents a fourfold increase in conversion rate.

‍

Chat also signals that help is available, which increases the likelihood that visitors will continue browsing instead of leaving the site. Customers who would otherwise bounce due to indecision or unanswered questions are staying and completing their purchases.

Returning Customers Spend 25% More with AI

Shoppers who return to a site and use AI chat during their session spend 25% more than returning customers who don’t. This stat comes directly from the 2025 Rep AI report and points to a major opportunity for brands to increase average order value (AOV) through conversational tools.

‍

Repeat customers already have buying intent. AI helps build on that intent with targeted suggestions and frictionless support.

AI Adoption In Ecommerce is Skyrocketing

If 2023 and 2024 were the years ecommerce businesses experimented with AI, 2025 is the year they started investing seriously.

97% of Retailers Plan to Increase AI Spending

According to NVIDIA, 97% of retailers plan to increase their AI spending in the next fiscal year. This signals a clear shift from testing and pilots to fully embedding AI into core ecommerce operations.

78% of Businesses Now Use AI in at Least One Function

A McKinsey survey found that 78% of businesses now use AI in at least one function, up from just 55% the previous year. Retailers are integrating AI across everything from supply chain management to marketing analytics.

95% of U.S. Companies Use Generative AI

Generative AI is seeing even faster adoption. Bain & Company reports that 95% of U.S. companies now use some form of generative AI, such as large language models or image-generation tools. That’s up from 83% the year before.

‍

And while consumer-facing tools get most of the headlines, behind-the-scenes applications like content generation, copywriting, ad personalization, and internal data summaries are also driving real value.

65% of Ecommerce Executives Say Predictive AI is Key to Growth

More leaders are tying AI directly to revenue, efficiency, and long-term strategy.

‍

According to Adobe’s 2025 Digital Trends Report, 65% of senior ecommerce executives believe AI and predictive analytics are key to their growth strategies. These tools help brands anticipate customer needs and make smarter, data-driven decisions.

60% of Retailers Plan to Increase AI Infrastructure Investment

The infrastructure side of things is also scaling up. Over 60% of retailers plan to increase their investment in AI infrastructure within the next 18 months. According to Nvidia's study, the top AI use cases for retailers include:

‍

• Store analytics and insights: 53%
• Personalized customer recommendations: 47%
• Adaptive advertising, promotions, and pricing: 40%
• Conversational AI: 39%
• Stockout and inventory management: 39%

‍

Merchants should expect to see better data pipelines, faster model training, and more robust platforms to support these growing use cases.

Conversational Commerce Is Changing How We Shop

Conversational commerce, the practice of using chatbots, messaging apps, and voice assistants to facilitate shopping, has exploded in recent years.

The Conversational Commerce Industry Is Valued at $8.8 Billion in 2025

In 2025, the global conversational commerce market is valued at an incredible $8.8 billion. Even more impressively, it's projected to grow at a CAGR of 14.8%, reaching $32.6 billion by 2035.

‍

This growth is fueled by shopper behavior. Customers increasingly expect instant answers and seamless interactions. When they can message a brand to ask about a product, get recommendations, and complete a purchase, all within the same interface, they’re more likely to convert.

64% of AI-Powered Sales Come from First-Time Shoppers

AI-driven conversations are particularly effective at attracting new buyers. According to Rep AI data, 64% of AI-powered sales come from first-time shoppers. This shows that conversational AI can build trust with customers who may not yet have a relationship with the brand.

‍

However, it also highlights an opportunity: since returning customers often deliver higher AOV, brands should find ways to use AI not just to acquire, but to retain.

45% of Shoppers Engage with a Proactive Bot

Other insights from Rep AI’s ecommerce shopper behavior data reinforce just how effective conversational AI can be when used proactively. When shoppers are greeted by an AI assistant rather than having to initiate the chat themselves, nearly 45% engage with the bot.

35% of Abandoned Carts Are Recovered via AI Chat

Lastly, conversational commerce is proving useful for fighting cart abandonment. According to Rep’s research, proactive approach conversations resulted in 35% recovery rates.

Conversational Commerce Impacts In-Store Experiences

Retailers are seeing the AI benefits extend to the physical storefront.

54% of Shoppers Say Digital Assistants Save Time In-Store

Walmart’s 2025 Retail Rewired Report revealed that 54% of shoppers believe digital assistants save time when shopping in-store.

46% of Shoppers Are Unlikely to Trust Digital Assistants Fully

However, there’s still a trust gap: 46% of respondents said they are unlikely to let a digital assistant manage their entire shopping trip. That means while curiosity is growing, full reliance on AI still faces some resistance.

Statistics on AI in Ecommerce Customer Support

AI is becoming a critical part of ecommerce customer service infrastructure. It helps brands reduce response times, cut costs, and scale support without adding headcount. But performance metrics vary depending on the use case, and so does customer sentiment.

93% of Customer Questions Resolved Without Human Help

According to the 2025 Rep AI Ecommerce Shopper Behavior Report, AI agents are already handling the bulk of customer inquiries with high success rates. 93% of customer questions are resolved without human intervention when handled through Rep’s conversational AI.

54% of Organizations Use Chatbots or Conversational AI

Adoption is rising across the board. Gartner found that 54% of organizations are now using some form of chatbot, virtual customer assistant (VCA), or conversational AI for customer-facing roles.

‍

And the channel mix is shifting. Chatbots and AI agents are expected to become a primary service channel within the next five years.

17% of Billing Disputes Resolved by Chatbot

Despite this growth, customer satisfaction doesn’t always follow evenly across all types of support journeys. In a separate Gartner study, only 17% of billing disputes were resolved by customers who used a chatbot at any point during the process.

58% Success Rate for Chatbot-Handled Returns

Meanwhile, chatbot-assisted return or cancellation requests saw much higher success rates, up to 58%. This signals that AI performs better in transactional and logistics-based use cases than in emotionally sensitive or complex interactions like disputes.

86% of Consumers Prioritize Empathy Over Speed

That distinction is important because while speed is valued, it’s not the top priority for most consumers. A Five9 survey showed that 59% of consumers are open to using a chatbot for faster service, but 86% say empathy and emotional connection matter more than speed.

‍

Brands that rely too heavily on automation risk alienating users if they remove human support entirely.

89% of Consumers Prefer Hybrid Support Models

A hybrid approach is emerging as the preferred model. According to Cisco, 89% of consumers believe the best support experience combines human empathy with AI efficiency. That means automation should be predictable, scalable, and fast, but still make it easy to escalate to a human when needed.

‍

Rep AI’s automation model reflects this balance. The platform is designed to resolve high volumes of routine inquiries automatically, while seamlessly escalating complex or emotional cases to live agents when appropriate.

AI Personalization Powers Profits

Personalization is one of the strongest value propositions for AI in ecommerce. Why? Because personalization increases relevance, and relevance increases conversion.

Companies Using AI Personalization Earn 40% More Revenue

Companies that excel at AI-driven personalization generate 40% more revenue than those that don’t. Personalized experiences increase relevance, which leads to higher engagement, better conversion rates, and stronger customer loyalty.

78% of Consumers Prefer Personalized Experiences

Sailthru’s data also reveals that 78% of consumers are more likely to make repeat purchases from businesses that personalize their experience.

61% of Executives Say Personalization is Critical to Growth

According to Adobe’s AI and Digital Trends Report, 61% of senior executives agree that boosting customer engagement with personalized experiences will be critical to achieving growth. This forward-looking perspective suggests that personalization will become even more important as competition intensifies.

37% of Shoppers Buy More with Personalized Content

Product content also plays a role. A Salsify report shows that 37% of shoppers buy more often when the product content is personalized and high quality. AI can help automate this content generation, creating targeted copy, images, and descriptions at scale.

Visual and Voice Search Are Gaining Momentum

Search is evolving and AI is leading the charge with tools that let shoppers search using images or voice instead of keywords.

Visual Searches Increased by 70% Globally

Visual search is one of the most promising future frontiers for AI in ecommerce. According to eMarketer, visual searches increased by 70% globally in the past year.

Amazon Gets 4 Billion Visual Searches Per Month via Google Lens

Amazon, for example, now sees 4 billion shopping-related visual searches per month through Google Lens.

Only 10% of U.S. Adults Use Visual Search Regularly

Yet only 10% of U.S. adults currently use visual search regularly, suggesting that while the interest is there, adoption still has room to grow.

22% of Young Shoppers Use Visual Search

Younger shoppers are leading this charge. eMarketer research found that 22% of 16 to 34-year-olds have used visual search to discover or buy products, compared to just 5% of those over 55.

‍

This generational trend signals what the future of search could look like: less typing, more tapping and scanning.

37% of Global Shoppers Use Voice Shopping

AI-powered voice shopping is also becoming mainstream. Globally, 37% of shoppers are making voice-enabled purchases online, and that number jumps to 48% among social media users.

70% of Shoppers Want Smarter Shopping Features

According to DHL’s E-commerce Trends Report, 7 in 10 shoppers say they want smarter, more personalized shopping features. AI-powered visual and voice tools deliver on that promise.

AI Is Streamlining Inventory and Operations

While most of the attention goes to customer-facing tools, some of the biggest AI gains happen behind the scenes. 

AI Cuts Inventory Levels by 20–30%

AI-powered inventory forecasting allows brands to reduce waste, avoid stockouts, and meet demand more accurately. McKinsey estimates that AI-driven supply chain systems can cut inventory levels by 20–30%.

Logistics Costs Drop by 5–20% with AI

AI also reduces logistics costs by 5–20% through better planning, routing, and demand sensing.

Procurement Spending Falls by 5–15%

Finally, smarter procurement by AI helps brands lower purchasing costs by 5–15%. These are massive efficiency improvements that directly impact profitability.

AI-Powered Marketing and Advertising

AI is revolutionizing marketing and ad creation. Instead of relying on generic messages, retailers are now using AI to craft hyper-personalized campaigns at scale.

42% of Retailers Use Generative AI for Marketing

According to NVIDIA, 42% of retailers use generative AI for marketing and advertising. These tools write personalized subject lines, optimize product recommendations in real time, and generate creative ad copy based on audience data and performance trends.

‍

The result is higher engagement, lower cost per acquisition, and faster creative cycles. With AI, merchants can test, refine, and launch campaigns in a fraction of the time it would take traditional marketing teams.

Fraud Prevention in the AI Era

AI can serve as a frontline defense against fraud. Unfortunately, it’s also a tool for attackers.

70% of Fraud Experts Say Criminals Use AI More Effectively

A recent BioCatch report found that nearly 70% of financial crime professionals believe that criminals are using AI more effectively than financial institutions are using it to defend. And the cost is steep.

Over 50% of Companies Lost $5–25 Million to AI Fraud

BioCatch’s study found that more than half of organizations lost between $5 million and $25 million to AI-powered fraud in 2023 alone. This number only continues to rise.

91% of Companies Are Rethinking Voice Verification

One emerging threat is voice cloning. 91% of companies are now rethinking the use of voice verification. The ability of AI to mimic human voices creates serious vulnerabilities in systems that previously relied on voice authentication as a security layer.

‍

AI must be part of the solution. Driving revenue is important. But ecommerce companies also need to invest in AI that keeps operations safe.

There’s Still Room for AI Growth

Even with all the momentum AI has gained, consumer trust and engagement still have room to improve in ecommerce.

Only 34% of U.S. Consumers Are Comfortable Letting AI Make Purchases

A recent 2025 Omnisend survey of 1,026 U.S. shoppers found that just 34% are willing to let AI assistants make purchases on their behalf. Additionally, 40% of shoppers express frustration over the absence of human assistance in AI-powered customer service.

21% of Shoppers Doubt AI Recommendations

Furthermore, 21% of consumers doubt the dependability of AI-generated recommendations.

‍

That’s a problem and an opportunity. While some AI tools are driving massive returns, others are missing the mark. The key is making AI feel more human, more helpful, and more integrated into the broader experience.

Only 34% of Consumers Think Retailers Are Great at Personalization

There's also a perception gap in personalization efforts. According to Sailthru, 71% of retailers think they’re great at personalization, but only 34% of consumers agree.

‍

The disconnect suggests that while AI is widely adopted, its full potential, especially in creating relevant experiences, isn’t being fully realized.

Final Thoughts on AI in Ecommerce Statistics

The statistics from across the industry and from the 2025 Rep AI Ecommerce Shopper Behavior Report show just how much ground AI has covered.

‍

Companies across the industry are investing heavily in AI technologies, customers are increasingly comfortable with AI-powered shopping experiences, and the results are driving real business value.

‍

While challenges remain, particularly in creating seamless user experiences and staying ahead of AI-powered fraud, the overall trend is unmistakably positive.

‍

That said, not all AI tools are created equal. Brands that adopt purpose-built, performance-driven AI, especially in the form of intelligent chat and conversational commerce will be the ones that outperform the rest.

‍

Rep AI is built for this moment. Our platform is already helping ecommerce brands convert more customers, shorten purchase times, and drive higher repeat spend.

‍

If you're ready to increase conversions, optimize support, and give every shopper a smarter path to purchase, start a free trial of Rep AI today.

‍

Key Takeaways: AI in Ecommerce 2025 – Q&A

Q: How fast is the AI-enabled ecommerce market growing?
A: The AI-enabled ecommerce market is expected to reach $8.65 billion in 2025, with a CAGR of 24.34% through 2032, highlighting brands’ commitment to funding AI as a strategic priority.

Q: Are ecommerce companies actively investing in AI?
A: Yes. 89% of retail and CPG companies are using or testing AI, and 97% of retailers plan to increase AI spending this fiscal year, signaling AI’s transition from pilot projects to core operations.

Q: How much faster do shoppers buy with AI assistance?
A: Purchases are completed 47% faster when shoppers engage with AI, as timely answers and personalized suggestions reduce hesitation and friction during the buying process.

Q: Does AI chat improve ecommerce conversion rates?
A: Absolutely. 12.3% of shoppers who use AI chat convert, compared to just 3.1% without it—a 4X increase in conversion rates.

Q: How does AI affect spending by returning customers?
A: Returning shoppers who use AI chat spend 25% more than those who don’t, indicating that AI not only helps acquire customers but also boosts average order value.

Q: How widespread is generative AI adoption among U.S. companies?
A: 95% of U.S. companies now use some form of generative AI, up from 83% the previous year, driven by applications like content creation, ad personalization, and data analysis.

Q: What do ecommerce leaders think about predictive AI?
A: 65% of senior ecommerce executives believe AI and predictive analytics are key to growth, helping anticipate customer needs and make data-driven decisions.

Q: What are the top AI priorities for retailers?
A: According to Nvidia, the leading AI use cases are store analytics (53%), personalized recommendations (47%), adaptive promotions (40%), conversational AI (39%), and inventory management (39%).

Q: What’s the size and growth rate of conversational commerce?
A: The global conversational commerce market is valued at $8.8 billion in 2025 and is projected to grow at 14.8% CAGR, reaching $32.6 billion by 2035.

Q: Are AI chats effective at acquiring new customers?
A: Yes. 64% of AI-powered sales come from first-time shoppers, showing conversational AI’s power to convert new visitors into buyers.

Q: Can AI chats help reduce cart abandonment?
A: Definitely. AI-driven proactive chats recover 35% of abandoned carts, improving conversion rates and reducing lost revenue.

Q: How do shoppers feel about digital assistants in-store?
A: 54% of shoppers say digital assistants save time, but 46% are unlikely to trust a digital assistant to manage their entire in-store experience, revealing a trust gap.

Q: How effective is AI in handling customer support?
A: Rep AI’s data shows 93% of customer questions are resolved by AI without human intervention, but billing disputes only see 17% chatbot success, while returns see up to 58% success.

Q: Do consumers prefer AI-only or hybrid support?
A: 89% of consumers favor a hybrid approach that combines AI’s speed with human empathy, as 86% say emotional connection matters more than speed alone.

Q: How important is personalization for AI in ecommerce?
A: Companies that excel at personalization earn 40% more revenue, and 78% of consumers are more likely to repurchase from brands that personalize their experience.

Q: Are visual and voice search becoming mainstream?
A: Yes. Visual searches grew 70% globally, with Amazon seeing 4 billion visual searches per month. Meanwhile, 37% of global shoppers use voice shopping, and 70% of shoppers want smarter, personalized shopping features.

Q: How does AI improve backend ecommerce operations?
A: AI cuts inventory by 20–30%, reduces logistics costs by 5–20%, and lowers procurement spend by 5–15%, greatly improving operational efficiency.

Q: How many retailers use AI for marketing and advertising?
A: 42% of retailers use generative AI for marketing tasks like personalized subject lines, dynamic product recommendations, and automated ad copy, leading to faster and more effective campaigns.

Q: Is AI also enabling fraud, and how concerned are businesses?
A: Nearly 70% of fraud experts believe criminals use AI more effectively than defenders, with over 50% of companies reporting $5–25 million in losses to AI-driven fraud. 91% of companies are rethinking voice verification due to voice cloning risks.

Q: Are shoppers comfortable letting AI make purchases for them?
A: Only 34% of U.S. consumers are comfortable letting AI assistants complete purchases, and 40% feel frustrated by the lack of human assistance in AI-powered customer service.

Q: Do consumers trust AI recommendations?
A: 21% of shoppers doubt the dependability of AI recommendations, highlighting the need to make AI interactions more accurate and human-like.

Q: Is there a gap between retailers’ and consumers’ views on personalization?
A: Yes. 71% of retailers believe they excel at personalization, but only 34% of consumers agree, revealing a major opportunity for brands to improve relevance.

‍