Decades ago, shopping was mostly done at a few specialized stores. Then, shopping malls became popular, bringing a variety of stores together in one place. Next, online shopping took over, letting people buy anything from the comfort of their homes.
Now, we’re on the edge of another big change. As online shopping gets more competitive, Artificial Intelligence (AI) and machine learning are becoming crucial for retailers. These technologies are not just the latest trend—they’re essential for improving customer experiences, making operations more efficient, and changing how businesses operate.
Experts predict that the use of AI in e-commerce is worth $7.57 billion in 2024 and will reach $17.1 billion by 2030.
Let’s explore how AI and machine learning are revolutionizing the e-commerce sector – all through up to date statistics.
AI enabled eCommerce market size
The global AI enabled eCommerce market is valued at $7.57 billion in 2024. This market is expected to reach $22.60 billion by 2032, driven by a compound annual growth rate of 14.60% from 2023 to 2032.
North America dominated the market and is likely to maintain its position during the forecast period, owing to its high budget allocations to artificial intelligence solutions in the government and public sector.
| Year | AI in eCommerce Market Size |
| 2022 | $5.81 billion |
| 2023 | $6.63 billion |
| 2024 | $7.57 billion |
| 2025 | $8.65 billion |
| 2026 | $9.9 billion |
| 2027 | $11.33 billion |
| 2028 | $12.99 billion |
| 2029 | $14.9 billion |
| 2030 | $17.1 billion |
| 2031 | $19.65 billion |
| 2032 | $22.6 billion |
Source: Precedence Research.
AI Adoption in eCommerce Statistics
33% of B2B eCommerce companies in the United States have fully implemented AI in their operations while 47% say they are evaluating the technology.
On the other hand, 3% of B2B eCommerce organizations say they have no intention to use Artificial Intelligence.
The volume of businesses adopting AI has grown by 270% since 2019.
34% of Amazon sellers are using AI the most for writing and optimizing listings. Another 14% say they use the technology for creating marketing and social media content. 7% of Amazon sellers even use Artificial Intelligence for Keyword research and improve SEO.
As per a Statista study, nearly half of the retail companies in the US are expected to use artificial intelligence (AI) for marketing. Chatbots and virtual shopping assistants are also popular, with 31.4% of respondents mentioning using them.
| AI use case in retail | Share of companies |
| Marketing automation using AI | 48.90% |
| Virtual agents or chatbots | 31% |
| Data analytics using AI | 29% |
| Natural language processing | 21% |
| Text analytics using AI | 20% |
| Machine learning | 17% |
| Recommendation systems based on AI | 17% |
| Image/pattern recognition | 14% |
| Decision making systems based on AI | 13% |
| Speech/voice recognition using AI | 12% |
31% of senior executives in grocery retail think AI will mostly impact customer service in the sector. Another 22% believe it will improve supply chain processes, and 19% see it as important for managing inventory.
Source: Statista, Exploding Topics.
Challenges to AI Adoption among eCommerce Companies
44% of CEOs said that data security and privacy were the biggest challenges in using AI-based solutions in their companies, 53% of managers and employees shared this concern.
Additionally, 43% of employees highlighted a lack of knowledge, understanding, or expertise in using AI tools as a major issue
| Challenges in AI adoption | CEOs | Manager and Employees |
| Data security and privacy | 44% | 53% |
| Risk of costly AI-based recommendations and actions | 39% | 21% |
| Business case and ROI Justification | 39% | 26% |
| Fear of workforce impact | 33% | 21% |
| Lack of control/insight to the “AI” part of the solution | 28% | 32% |
| Lack of awareness, understanding, and/or expertise | 28% | 43% |
| Costs (financial, time, skills) | 28% | 34% |
| Unproven and/or unreliable Solutions | 22% | 28% |
| Bad experience with past implementations | 22% | 9% |
| Lack of infrastructure | 17% | 32% |
Source: Statista.
Benefits of using AI to eCommerce companies
Companies leveraging AI are seeing an average revenue increase of 10-12%, and the technology is projected to enhance profitability by 59% by 2035.
51% of company heads report that the performance of products improved after implementing AI in their operations. Another 35% say that the technology helps them make better decisions.
There has always been concern about AI taking over jobs, but many eCommerce decision-makers see it differently. About 36% believe that AI helps by handling routine tasks, which allows employees to focus on more creative work.
However, we can’t ignore the fact that AI can also lead to job reductions. Around 23% of companies use AI to cut down their workforce by automating tasks, showing that while AI can create opportunities for creativity, it can also lead to fewer jobs.
Here is a table showing how businesses think AI has helped them after they started using it:
| Enhance features, functions and/or performance of products | 51% |
| Make better decisions | 35% |
| Create new products | 32% |
| Optimize internal business operations | 36% |
| Free up workers to be more creative by automating tasks | 36% |
| Pursue new markets | 25% |
| Capture and apply scarce knowledge where needed | 25% |
| Optimize external processes like marketing and sales | 30% |
| Reduce headcount through automation | 23% |
AI in eCommerce Statistics by Demographics
A 2024 survey in the United States found that only 74% of shoppers felt that artificial intelligence (AI) enhanced their shopping experience. Meanwhile, 6% said it made their experience worse, and 21% thought it didn’t change their experience at all.
9% of male and 10% of female US shoppers said that AI improved their shopping experience while 13% male and 15% female shoppers said AI made their shopping experience worse.
22% of male and 20% of female US shoppers said their shopping experience stayed the same after AI usage.
Chatbot Statistics
- 80% of retail and ecommerce businesses use AI chatbots or plan to use them in the near future.
- Chatbots will be the main customer service tool for 25% of companies by 2027.
- AI is projected to handle 80% of all customer interactions by 2030.
- 24% of US consumers regularly use chatbots while shopping in 2024.
- 61% of U.S. consumers feel that chatbots save their time because they are available around the clock. Additionally, 45% of respondents value chatbots for providing immediate answers to their questions.
Here is a table showing Main advantages of using e-commerce chatbots in the U.S. as per shoppers:
| Advantage | Share of respondents |
| It is available 24/7 | 61% |
| You get an immediate answer to your question | 45% |
| It gives product information and recommendation | 36% |
| It saves time | 35% |
| You get specific advice on what you are looking for | 21% |
| It offers proactive assistance | 21% |
| It gives access to detailed product information | 19% |
| No need to go to the store for advice | 18% |
| It avoids making mistakes in your purchases | 15% |
| It is able to speak in any language | 12% |
| It helps finding inspiration and good ideas | 9% |
| It helps to spend less | 8% |
| No benefits | 21% |
Source: Gartner
Statistics on AI powered personalization in eCommerce
- Approximately 71% of eCommerce sites offer product recommendations. The number is even higher in Nordic countries where 90% of shoppers have reported finding personalized recommendations on eCommerce sites.
- 91% of consumers are more likely to shop with brands that provide personalized offers and recommendations.
- 80% of consumers are more likely to make a purchase when brands offer personalized experiences.
- 71% of consumers feel frustrated when their shopping experience is not personalized. 66% even say that they would stop purchasing from an eCommerce site when encountering impersonalized content.
- Product recommendations can increase revenue by up to 300%, conversions can go up by 150%, and average order value can shoot up by 50%.
Source: Grid Dynamics, Fresh Relevance, Statista, Monetate.
AI technologies that People wish to see in eCommerce
58% of Millennial consumers and over 40% of Gen X and Baby Boomer respondents expressed a desire for more personalized product recommendations in e-commerce.
51% of Millennial consumers and around 40% of Gen Z, Gen X, and Baby Boomer respondents expressed a desire for frictionless payment options in e-commerce.
| Innovation | Gen Z (18-24 years) | Millennials (25-40 years) | Gen X (41-56 years) | Baby Boomers (57-75 years) |
| Personalized product recommendations | 44% | 58% | 41% | 41% |
| Frictionless payment | 39% | 51% | 43% | 42% |
| Personalized service | 39% | 58% | 40% | 31% |
| Seamless omnichannel experience | 35% | 53% | 25% | 16% |
| VR/AR | 29% | 46% | 28% | 14% |
| Voice assistants | 30% | 45% | 26% | 11% |
Artificial intelligence in payments had not yet gained significant traction among consumers in Western countries. A survey conducted across North America, Europe, and Latin America revealed a general discomfort with the concept. Only 10% of respondents indicated they might consider using AI in payments in a couple of years (after 2025).
The survey identified two main reasons for this hesitation — a lack of awareness and security concerns.