AI Agents Poised to Revolutionize Consumer Search and Discovery
AI agents are on the cusp of transforming consumer search and discovery, according to ARK, an investment management firm in St. Petersburg, Fla. Embedded in the operating systems of consumer hardware, AI agents empower consumers to delegate all discovery and research to AI – a massive time-saver. Curated AI results will contextualize digital ad impressions.
AI’s Impact on Online Shopping
It doesn’t stop at search and discovery. AI agents will also disrupt online shopping. AI-mediated shopping is likely to approach 25% of addressable online sales globally by 2030, according to ARK. The growing use of AI agents in consumer shopping will streamline product discovery, personalization, and purchasing. ARK research suggests that AI agents could facilitate nearly $9 trillion in global gross online consumption by 2030.
Digital Wallets Poised for Growth
Digital wallets are positioned for continued share gains in e-commerce. ARK’s research suggests that digital wallets empowered by AI purchasing agents – taking share from payment methods like credit and debit cards – could account for 72% of all e-commerce transactions by 2030. Digital wallet purchasing agents could become central to the shopping journey. "One-click checkout" should give way to "one-query purchasing."
How AI Agents Will Impact Car Buying and Maintenance Experience
How will AI agents impact the car buying and maintenance experience? American car owners and lessees see agentic AI as a potential game-changer in the car buying and ownership experience, according to new research from Salesforce. A survey of more than 1,000 US car owners and lessees found that drivers are eager for agents to improve the often frustrating process of buying, driving, and servicing cars.
Car Owners’ Expectations from AI Agents
Some of the agentic AI use cases noted in the research include:
- Agents to find and recommend the best car for their needs (61%)
- Agents to help them optimize routes with in-car navigation based on their personal preferences (63%)
- Agent to diagnose and address car issues in real-time (70%)
Closing the Trust Gap
How can agentic AI close the trust gap between buyers and sellers? According to the research, 33% of survey respondents have delayed or canceled purchases, 35% have switched brands, and 38% have postponed repairs due to budget concerns or deep-seated mistrust of auto industry players.
Agentic AI in Car Buying and Maintenance
The research found that disappointing service experiences led not only to postponed repairs but also to lost brand loyalty. Nearly 1 in 5 American car owners cite disappointing customer service and after-sales support as reasons they have changed car brands, and over 1 in 3 have switched for better technology and features.
What Consumers Want from AI Agents
Consumers are bullish on agentic AI as a solution to improve the car buying experience. Over half (56%) of car owners and lessees believe AI agents will simplify car maintenance.
Conclusion
The future of commerce, digital or in-person, and customer service will be powered by AI agents and humans working together to ensure customer success, loyalty, advocacy, and repeat business.
FAQs
Q: What is an AI agent?
A: An AI agent is a software program that can perform tasks on behalf of a user, such as searching for information, making a purchase, or booking a service appointment.
Q: How will AI agents impact online shopping?
A: AI agents will streamline product discovery, personalization, and purchasing, enabling consumers to delegate all discovery and research to AI, and facilitating nearly $9 trillion in global gross online consumption by 2030.
Q: How will AI agents impact car buying and maintenance experience?
A: AI agents will simplify car maintenance, provide personalized recommendations, and help diagnose and address car issues in real-time, improving the often frustrating process of buying, driving, and servicing cars.
Q: What are the benefits of agentic AI in car buying and maintenance?
A: Agentic AI will simplify car maintenance, provide personalized recommendations, and help diagnose and address car issues in real-time, improving the buying experience and enhancing customer loyalty.
