Conversational AI has transcended its role as a support tool and is rapidly becoming the primary interface for shoppers’ buying journeys, says data from Valtech.  

Its poll of global shoppers showed 94% now regularly use AI chat and almost three quarters (72%) would consider completing a full purchase, including payment, inside an AI chat app.   

A third (32%) now prefer to start shopping on AI platforms – on a par with traditional search engines – while 43% would choose to shop with a brand based on it having an official AI agent to support their path to purchase.

A further 20% would even switch brands or abandon a shopping mission if a brand didn’t offer an AI agent, highlighting the expectation and demand for AI-led buying journeys among customers.

This, the report suggests, demonstrates a fundamental shift in where commercial influence is created. Rather than replacing brands’ websites or apps, conversational AI is reshaping how customers arrive at them and where preference is formed.  

“Conversational AI has become a decision and transaction layer,” said David Toma, VP of Strategy & Consulting at Valtech.

“Consumers are already using AI to shape intent, often before a brand interaction ever happens. The risk for companies is that decisions will be made without them, unless they show up with trusted, official [AI] presences that customers can rely on.”  

“The winners will be brands that orchestrate conversational experiences across AI platforms and their own channels, rather than treating AI as a standalone feature,” Toma added.