AI Shopping Searches Jump 200% in One Year
AI implementation becomes the top priority for commerce leaders globally.
1Surge in AI-Powered Shopping Searches
According to Salesforce's State of Commerce report, AI-assisted online shopping searches increased by 200% in the last 12 months. The study surveyed 3,450 commerce professionals and 4,690 consumers, while analyzing behavioral data from over 1.5 billion global shoppers. 86% of commerce leaders believe AI is raising customer expectations, making AI expansion the number one priority in e-commerce today.
2Top Priorities for Commerce Leaders
The report reveals that implementing and expanding AI capabilities is the highest priority for commerce leaders. Improving data quality, accessibility, and management comes second. 61% admit meeting rising expectations is harder than ever. Leaders also grapple with supply chain challenges, fragmented data, and staffing gaps that hinder progress.
3End of the AI Pilot Phase
Businesses are no longer interested in AI pilot projects as 2026 marks the shift toward operational scaling. 35% of agentic AI users have moved beyond proofs of concept to focus on agent expansion. Notably, 71% of commerce leaders agree AI has become fundamental to commerce operations, signaling widespread adoption across the industry.
4Key AI Applications in Commerce
The top five AI use cases in commerce include autonomous customer service resolution, AI shopping concierges, automated replenishment purchasing, autonomous fraud decision-making, and merchandising optimization. However, the real challenge lies not just in scaling AI agents but also in effectively monitoring their performance to ensure desired outcomes.
5Barriers to AI Scaling
Over 60% of commerce leaders cite poor data integration, lack of defined AI strategy, and subpar data quality as major obstacles to AI adoption. Additional challenges include security concerns, internal AI skill shortages, and change management difficulties that complicate large-scale implementation across organizations.
6Tangible Benefits of AI Adoption
Businesses report significant benefits from AI agents, with B2B organizations seeing revenue growth, employee productivity, and operational efficiency as top outcomes. Enhanced customer satisfaction, loyalty, and hyper-personalization also rank high. Surprisingly, only 32% of organizations have fully defined AI success metrics, indicating a measurement gap despite widespread adoption.
7Data Fragmentation Challenges
Just 27% of commerce organizations report fully unified customer data across sales, service, marketing, and commerce teams. This fragmentation creates major scaling obstacles, leading to slow issue resolution, duplicate records, and difficulty measuring marketing ROI. Disconnected systems also increase operational costs while limiting upsell opportunities.
8Evolving Customer Expectations
84% of B2B buyers confirm customers now expect the same level of personalization online as in physical stores. However, omnichannel failures like inconsistent pricing, unsynchronized inventory data, and siloed ordering systems continue to degrade both customer and employee experiences, highlighting critical areas for improvement.
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