Why more consumers prefer AI-enhanced shopping - and still expect the human touch

Capgemini and Salesforce research indicates that by 2026 AI agents will be central to commerce, driving hyper-personalized, anticipatory experiences and influencing significant sales growth, while consumers continue to demand transparency, control over data, and human support for complex tasks. Key trends include AI-driven shopping assistants, predictive recommendations, dynamic customization, the rise of third‑party AI search, and branded AI agents improving conversion and service efficiency; yet satisfaction with chatbots is mixed and concerns about generative AI’s data use and disclosure remain high. Brands are moving toward a hybrid model that combines AI scale with human empathy to sustain trust, loyalty, and better customer outcomes.