Klaviyo Global AI Shopping Index 2025 Launch

AI is no longer a side tool, it's now at the center of commerce. With ChatGPT turning into a storefront, consumers can discover a product, click "buy," and check out in a single chat. It's one of many shifts redefining how people shop and how brands connect with consumers.

As new channels and AI-powered agents emerge, brands need a unified view of the customer, connecting data, context, and action across every touchpoint. And as AI platforms open up through new integrations, those connections will only become more important.

Klaviyo's new Global AI Shopping Index, which surveyed 3,000 consumers across the U.S., U.K., and Australia, shows that AI has already disrupted online shopping and will continue to do so at an unprecedented pace. Key findings include:

• 78% have used AI for shopping or product research in the past three months.
• 65% expect AI shopping assistants to be a normal part of online shopping by 2026.
• 75% have abandoned a purchase because they couldn't get instant answers, showing why real-time, AI-powered support matters.
• 89% of respondents are open to AI managing orders like tracking or delivery changes.
• More than half (56%) plan to use AI shopping assistants during Black Friday/Cyber Monday 2025.

Despite this huge shift, the principles of great commerce remain the same: discovery is everywhere, but loyalty still belongs to the brand. No matter where consumers choose to interact or buy, the brands that will keep their customers will be the ones that connect every signal and deliver consistent, trusted experiences long after the first purchase.

"AI is creating a new era of autonomous commerce," said Andrew Bialecki, co-founder and CEO of Klaviyo. "As agents, channels, and tools start to work together, brands can finally move from reacting to anticipating and delivering experiences that happen instantly and intelligently. The future of commerce isn't just about owning relationships; it's about building systems that learn and act on your behalf."

For consumers, AI is about value and convenience.

Consumers are becoming more intentional about what and where they purchase. They're taking more time to research, compare, and confirm value before buying, and increasingly, they're using AI to do it.

• Half of respondents (51%) said their perception of a brand would be improved if a brand introduced an AI shopping assistant.
• Today, consumers are using AI to find the best deals (36%), save time (17%), and get personalized recommendations (14%).
• In 2026, respondents want AI shopping assistants to help them find and compare products (48%), stick to a budget (41%), and suggest complete outfits (32%).
• By 2030, 40% hope AI will consistently save them money.

AI is expanding beyond checkout.

AI isn't just helping people find products; it's starting to power the post-purchase experience. Consumers are increasingly comfortable letting AI handle the details.

• 89% of respondents said they're open to AI managing order needs like tracking or delivery changes.
• 84% would use AI for personalized reorders
• 73% would rely on AI to escalate support.

What was once a novelty is now a necessity. AI has become the connective tissue of the entire shopping journey, reshaping what consumers expect from brands at every stage.

New channels create opportunity and complexity.

"Our customers are discovering our products everywhere from TikTok Shop to Sephora and beyond," says Heidi Lim, VP eCommerce at Patrick Ta Beauty. "That makes it more important than ever to connect each step of the journey. With Klaviyo, we can unify data across every touchpoint and use AI to personalize how we show up for every shopper, no matter where they find us."

AI might change where people shop, but consumers still expect brands to recognize them and respond with context across every touchpoint. That's why unified data and real-time action matter more than ever. With Klaviyo, every signal, no matter the channel, flows into a single profile, helping brands power experiences with the right context and personalization and build meaningful relationships that drive growth.

Download Klaviyo's Global AI Shopping Index Report here.

Methodology

The Klaviyo 2025 Global AI Shopping Index surveyed 3,000 consumers across the U.S., U.K., and Australia between August 5-12, 2025, via Pollfish, a market research provider. Respondents were aged 18-65 and had made at least three online purchases of non-essential consumer products in the last three months.