Shopping Revolution: How GenAI Drives Trustworthy Personalization

A new Coveo survey has found that while most online shoppers (71%) are cautious about sharing data and only provide what’s absolutely necessary, large portions are happy to share their data with brands they trust (58%), when it means better deals (53%), and if it ultimately improves their personalized experience (48%).

“For privacy-conscious shoppers, trust is the deciding factor,” says their 2025 Commerce Relevance Report. “Transparency about data usage and a clear demonstration of value are essential.”

AI is central to Coveo’s recommendation of delivering based on intent, specifically to “leverage AI-driven personalization to provide product recommendations and suggestions without relying on personal profiles or logins.” It found that 62% of shoppers were more likely to purchase a product when a “guided shopping experience” helped in finding exactly what they needed.

(Source: Coveo)

“Our survey highlights that the appetite for GenAI is undeniable,” the report says, which also found 61% would use a virtual assistant if it meant instant answers. “GenAI delivers exactly what today’s shoppers want: convenience, confidence, and clarity. In fact, 69% of all shoppers expect it to change how they shop online — rising to 88% of Gen Z and 83% of Millennials, who are used to digital-first experiences.”

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