Scalapay Study Reveals 34 Percent of Online Buyers Trust AI Selected Products

The number of people buying things online is growing. To be successful in e-commerce in 2025, it’s essential to consider three key factors: customization, reliability, and smooth experiences. At the same time, finding a balance between using new technology and connecting with people on a personal level will be crucial. A global study by SCALAPAY, an Italian financial technology company that specializes in “buy now, pay later” models, found that artificial intelligence (AI) will play a significant role in guiding purchases. For instance, 40% of users are open to receiving recommendations from their AI assistant, and the same percentage would trust it to automate and speed up their daily purchases. Additionally, 34% would buy a product or service chosen exclusively by AI.

One of the most critical factors in the study’s findings is privacy. Almost 79% of consumers say that privacy, along with transparency, is their main concern when buying things online. Moreover, 72% feel that their sensitive data is at risk of being collected without their consent. These figures clearly show what consumers expect by 2025 and the challenges that brands must face to remain competitive. These challenges include using AI to drive transformation, building trust in an era of digital fraud, overcoming content saturation, fostering connections with consumers, offering short-term financing, and providing ultra-fast deliveries.

Consumers are increasingly looking for personalized shopping experiences that eliminate complexity and make it easy to access products. For example, 80% of consumers say that being dissatisfied with search results is a barrier to completing online purchases. Furthermore, 74% abandon the online purchase process because they are overwhelmed by the number of options available. Dynamic customization is expected to lead this transformation, as it reduces the average time spent looking for a product.

Building trust is also crucial, as online fraud is on the rise. In fact, 39% of users say they have read reviews of counterfeit products, and 60% carefully examine online content, questioning its authenticity. Consumers demand transparent platforms, verified reviews, and guarantees to ensure their orders and reservations are safe. Trust has become the most valuable currency, and brands must adopt transparent strategies and invest in data protection technologies to gain credibility and strengthen relationships with their customers.

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In the digital landscape, consumers are bombarded with content, but their attention is increasingly focused on messages they perceive as authentic and relevant. For instance, 80% of consumers claim to feel overwhelmed by the amount of digital content they receive, and 68% prefer to interact with brands that offer educational messages through videos or blogs. Successful brands will be those that create emotional connections, significantly improving customer retention rates.

Simplicity and speed in the payment process are key factors in improving customer experience. Invisible payment solutions are accelerating the payment process, with 44% of consumers checking if a website has short-term financing options. Additionally, 54% are demotivated from completing a purchase on platforms that only accept debit or credit cards, while 67% are dissatisfied with solutions that offer limited payment options. Short-term financing options, such as those offered by Scalapay, have already shown to significantly increase conversion rates and improve customer satisfaction.

Efficient delivery has become a critical factor in meeting consumers’ expectations. For example, 63% recognize that they lead dynamic lives and do not want to wait for a delivery. Moreover, 55% of consumers in major markets expect deliveries in less than 48 hours. Spanish buyers, in particular, prefer home delivery, with 68% mentioning it as their main option. However, delivery methods outside the home, such as boxes and collection points, are gaining ground and represent a growing portion of consumer preferences, especially among the younger generation.

According to Simone Mancini, CEO of Scalapay, “Companies have to analyze and understand these trends to maintain their competitiveness. Transforming this data into strategy allows brands to improve their customers’ experiences and anticipate their needs.” Scalapay’s goal is to continue supporting retailers and consumers by offering tools that make purchase experiences more fluid, safe, and satisfactory. Through its study, Scalapay aims to provide valuable information for the evolution of digital payments, promoting innovation in the sector and anticipating the needs of a constantly evolving market.

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