Aussie consumers embrace AI as essential shopping companion

My Nguyen

22nd Aug 2025

Four in five Australians expect AI-powered assistance to become a common feature as a shopping companion, offering smarter and more personalised shopping experiences, according to new research.

A study by YouGov and PayPal Australia reveals that AI-powered shopping tools, which are increasingly used by Aussies, are being integrated into online store features.

These features include price tracking, deal tracking, review summaries, order tracking, and product comparisons.

Among these, online product searching powered by AI is the prime feature, with nearly 48 per cent of all Australians using it, and 66 per cent taking advantage of this feature. This is followed by price and deal tracking, which is the most popular AI-aid tool, used by 38 per cent of Australians.

“Australians are rapidly embracing AI as a savvy shopping companion – one that makes finding the right product faster, easier and more personal,” said Cathy Jamieson, PayPal Australia’s head of consumer research.

Jamieson said AI-driven tools in online shopping have made customers’ shopping experiences more intuitive and smarter, resulting in practical benefits and potential savings throughout their shopping journey.

The emerging ‘aid’ is still evolving 

According to the research, over half of Australians have received unexpected or unreasonable results from AI. Additionally, 66 per cent believe that AI service and sales chatbots often provide answers that seem inauthentic or insincere due to their technical attempts to mimic human interaction in communication.

“It’s about leaning to guide the AI, sticking to trusted platforms, and being prepared to refine your questions when the responses go a bit off track.”

However, Australian shoppers continue to rely on AI for online shopping assistance. About 61 per cent trust AI for product recommendations, and 53 per cent intend to use it in the upcoming year.

Privacy and security remain major concerns

With the rise of AI-driven scams in payment fraud, about 92 per cent of shoppers have at least one concern about using AI in online shopping, with the privacy and security of personal information being the primary concern at 64 per cent. 

In addition, 30 per cent said they only had confidence in using AI tools with the brands or platforms they trust, while 57 per cent are likely to share online shopping habits and preferences for the benefits of AI in their purchases.