With AI creating enhanced personalisation across consumers’ online buying journeys, shoppers now expect the technology to create greater levels of responsiveness and fluidity in fulfilment, according to new data from leading delivery intelligence platform, Ingrid.

Original research of over 1,000 shoppers by Ingrid showed that three quarters (75%) now want AI to offer more dynamic delivery costs at the checkout, with fulfilment fees calculated based on real-time information, such as demand or carrier capacity. 

A further 28% also expect AI to personalise delivery charges served to them at the checkout, based on their order value and how regularly they shop, offsetting basket size and brand loyalty against fulfilment fees.

As well as shoppers increasingly expecting delivery charges to become more responsive, consumers now also expect retailers to create more flexibility within fulfilment, using AI-insights to tailor options shown to them at the checkout.

Seven in ten (69%) want AI to surface more fluid delivery choices, such as out-of-home (OOH), express or named-day delivery, at the checkout based on their preferences or cost. Meanwhile, a further 63% wanted AI-led personalisation for fulfilment options, based on their previous purchasing patterns or preferences. 

“Dynamic delivery offerings underpin the next fulfilment frontier. AI is moving from recommendation to action, and that shift will reshape commerce and delivery faster than most retailers realise.”

Piotr Zaleski, Founder & CPTO, Ingrid

As brands move towards zero-click commerce models, and more of the customer buying journey becomes controlled by recommendations served by AI platforms, dynamic delivery options, served in the flow of AI-led shopping, are a key conversion consideration for 61% of shoppers.

Meanwhile, delivery information, such as speed and location, is now the main search criteria for a further 62% when interacting with AI platforms, alongside product descriptions.