Table of Contents Toggle 71% of consumers want generative AI in shopping70% of shoppers expect smart, personalised featuresAI boosts engagement, but conversion needs workConsumers are already using AI and want moreAI as a trusted shopping advisorStart with AI where it matters most: deliverySee how to automate shipping 71% of consumers want generative AI in shopping According to Capgemini’s 2025 report, 71% of consumers want generative AI integrated into their shopping experiences, both in digital and physical stores. The survey, covering over 10,000 participants across 13 countries, confirms that AI is no longer seen as futuristic but as an expected part of customer experience. 66% of Gen Z and 65% of Millennials expect hyper-personalised recommendations driven by generative AI — tailored not only to past purchases, but also to mood, location, and seasonal trends. In Poland, Focus on Business reports that 7 in 10 consumers already use AI tools in everyday life — often unknowingly, through smart filters in shopping apps or marketplace recommendation engines. Business takeaway: AI integration is no longer a competitive edge; it’s the market baseline. Retailers that don’t implement intelligent search, recommendations, and customer support risk losing their most valuable segments, especially younger generations. 70% of shoppers expect smart, personalised features The DHL “E-commerce Trends 2025” report reveals that 70% of consumers expect online stores to offer AI-driven shopping features such as visual search, contextual recommendations, personalised offers, or voice commerce. This expectation spans all age groups: even the 45+ demographic increasingly uses AI when tools are simple and deliver clear value, like finding product equivalents via image search or instantly comparing offers across retailers. KPMG data shows 61% of consumers see personalised shopping experiences as a key purchase driver. Business takeaway: AI-powered features are no longer a “premium add-on” but a core requirement for modern e-commerce. Deploying visual search, voice commerce, and dynamic recommendations must be a strategic priority to remain competitive and increase customer loyalty. AI boosts engagement, but conversion needs work Adobe’s 2025 e-commerce trends report shows that AI shopping tools directly impact user behaviour. Retailers that adopted generative AI recorded: +8% longer average session duration +12% more pages viewed –23% lower bounce rate AI clearly drives engagement and exploration. However, conversion rates remain below e-commerce averages. Many shoppers treat AI as a source of inspiration and make purchases later, sometimes in different channels. 46% of surveyed consumers trust AI more than friends when choosing fashion items. Business takeaway: AI drives engagement but must be paired with conversion strategies. Seamless omnichannel journeys, limited-time offers, and strong CTAs are essential to monetise AI-driven interactions. Consumers are already using AI and want more A US study found that 39% of consumers have already used generative AI tools in shopping, from chatbots and recommendation engines to visual search. Another 53% plan to use them this year. In Poland, 70% of consumers already interact with AI in daily life, through marketplace algorithms, dynamic pricing engines, or smart product filtering. Business takeaway: customers are not waiting for AI to “arrive” in e-commerce, they’re already using it. Not offering AI tools means losing share to competitors that deliver smarter, more interactive shopping experiences. AI as a trusted shopping advisor Consumer trust in AI has grown significantly. In categories like fashion, beauty, and electronics, AI is increasingly the “first consultant”, filtering, suggesting, and guiding purchases. Business takeaway: growing trust in AI allows brands to strengthen loyalty through transparency. Explaining why a product is recommended (“because it matches your style and recent searches”) builds credibility. Transparent AI will become a cornerstone of brand–customer relationships. Start with AI where it matters most: delivery You don’t need costly or complex integrations to bring AI into your store. Start with the foundation of a great shopping experience: fast, reliable, predictable delivery. AI-driven shipment automation shortens fulfillment times, increases customer satisfaction, and drives loyalty. See how to automate shipping Discover Alsendo’s solutions https://www.capgemini.com/news/press-releases/71-of-consumers-want-generative-ai-integrated-into-their-shopping-experiences https://www.capgemini.com/insights/research-library/what-matters-to-todays-consumer-2025/ https://kpmg.com/pl/pl/home/insights/2025/07/sztuczna-inteligencja-w-polsce.html https://group.dhl.com/content/dam/deutschepostdhl/en/media-center/media-relations/documents/2025/e-commerce-trends-report-2025-key-findings.pdf https://searchengineland.com/generative-ai-surging-online-shopping-report-453312 https://www.bloomreach.com/en/news/2025/bloomreach-releases-new-conversational-ai-report https://blog.adobe.com/en/publish/2025/03/17/adobe-analytics-traffic-to-us-retail-websites-from-generative-ai-sources-jumps-1200-percent ALSENDO Leading technology platform for managing shipping and delivery for your business. Alsendo is a technology leader across the CEE markets in shipping and post-purchase process management. We help businesses simplify logistics, scale sales, and expand successfully into international markets. Discover Alsendo solutions: Alsendo Business Pro – a SaaS platform designed for growing e-commerce businesses, supporting customer communication, returns management, and post-purchase process analytics. Alsendo Enterprise and Alsendo Innoship – advanced, dedicated solutions for comprehensive delivery and returns management, cost optimization, and SLA control in complex operational environments. Alsendo International – end-to-end support for cross-border logistics and international expansion, including post-purchase processes. One API integration – access to multiple courier companies and over 400 e-commerce integrations. Gain full control over your logistics and returns. GET AN OFFER Krystian Palica Partnership & Enterprise Development Manager For years, he has been combining technology with logistics – today at Alsendo he is developing the Business Pro service and shaping the product strategy in the B2B segment. Previously, he spent over eight years as part of the OVHcloud team, and also gained experience at Atman, GTS Poland, and T-Mobile. He values projects where technology becomes an ally of business and automation provides real support for people.