AI Shopping Searches Increased 200% Annually, Becoming Top Priority for Commerce Leaders

AI Adoption Surges in E-commerce

According to Salesforce's State of Commerce report, agentic AI search as the initial step in online shopping saw a 200% increase in use over the past 12 months. This report surveyed 3,450 commerce professionals and 4,690 consumers, incorporating behavioral data from over 1.5 billion global shoppers.

AI Becomes Top Priority for Commerce Leaders

The report highlights that the implementation and expansion of artificial intelligence capabilities are now the primary focus for commerce leaders. Improving data quality, accessibility, and management is the second-highest priority. Eighty-six percent of commerce professionals acknowledge that AI is elevating customer expectations, with 61% finding it more challenging to meet these rising demands.

Scaling AI: Opportunities and Challenges

Businesses are shifting from AI pilots to operational scale, with 35% of agentic AI users now focusing on expansion rather than proofs of concept. Seventy-one percent of commerce leaders agree that AI is a core component of commerce operations. Key use cases for agentic AI include autonomous customer service, AI shopping concierges, autonomous replenishment, fraud decision-making, and merchandising optimization.

Barriers to AI Scaling

Despite the clear benefits, commerce leaders face significant challenges in scaling AI. Over 60% cite poor data integration, a lack of a defined AI strategy, and poor data quality as major obstacles. Other barriers include security and trust concerns, a shortage of AI skills within organizations, and difficulties with change management.