AI Agents Redefine Consumer Choices and Brand Value, Survey Finds :: Hospitality Trends

Introduction: The Rise of AI Agents in Consumer Decision-Making

A recent survey of 25,590 consumers across 16 countries indicates a major change in how people interact with brands and make shopping decisions. With the proliferation of options and increasing demands on their time, consumers are turning to AI agents to handle routine tasks, make purchase decisions, and even shop autonomously. This trend is expected to reshape the landscape of brand value, requiring brands and retailers to adapt to new expectations and methods of consumer engagement.

Survey Findings: Trust in AI Agents Surpasses Human Advice

The study found that 74% of respondents would trust a personal AI agent more than their best friend to make a purchase on their behalf. This trust extends beyond simple recommendations; consumers are delegating a range of shopping activities to AI, from executing specific tasks to making autonomous purchases. While 74% would let an AI agent handle routine tasks, 32% are comfortable allowing agents to make purchase decisions within set parameters, and 9% are ready for fully autonomous shopping.

Despite this willingness to delegate, consumers retain control over purchases that carry personal meaning. More than half (56%) would instruct their agent on which brands to consider, but 37% of loyal consumers would allow agents to switch brands if a better fit is found. This suggests that while loyalty persists, it is increasingly conditional and mediated by AI.

Key Definitions: Understanding the New Shopping Ecosystem

The report distinguishes between generative AI assistants, which respond to user prompts, and AI agents, which act on behalf of consumers within defined boundaries. The concept of a “delegation dial” describes the varying degrees to which consumers hand over tasks or decisions to AI, ranging from executing instructions to making independent purchases. The “agentic ecosystem” encompasses the network of platforms, retailers, brands, and data providers that support these agents.

Stages of Delegation: From Task Execution to Autonomous Purchasing

Consumers are adjusting how much control they give to AI agents based on the type of purchase and its personal significance. For routine tasks like negotiating deals or managing returns, 74% are comfortable delegating to an agent. For more significant decisions, such as planning a family holiday, 32% are open to agent involvement but prefer to approve the final choice. Only 9% are willing to let agents make autonomous purchases, though this figure could rise as consumers gain confidence through low-risk transactions.

The type of purchase influences delegation. Recurring services and routine replenishments lead to greater openness to AI involvement, while lifestyle and travel purchases decline as autonomy increases. Consumers are more likely to delegate tasks they find tedious, but retain control over choices tied to identity or personal enjoyment.

Building Trust: Barriers and Enablers for AI Agent Adoption

Trust remains a key factor in the adoption of AI agents. Only 12% are comfortable with agents making payment decisions autonomously, but this could change if robust safeguards, configurable permissions, and clear recourse mechanisms are in place. Platform reputation, perceived neutrality, and consistent delivery of personalized outcomes are critical for building trust. Once established, this trust extends to the brands the agent recommends, shaping consumer perceptions and loyalty.

Impact on Brand Value: Three Major Shifts

The report identifies three significant shifts in brand value driven by the rise of AI agents:

1. Transparency and Value Exposure: AI agents can quickly compare brands, test claims, and direct spending to the best options. This exposes gaps between brand promises and actual delivery, making it harder for brands to rely on marketing alone. Consumers expect AI to influence at least half of their spending decisions in the next year, with many seeking agents that support their personal goals, such as healthier choices or staying on budget.

2. The Decision Layer as a Battleground: As AI agents curate and shortlist options, the moment of consumer choice moves upstream. Brands must ensure they are visible and competitive within the systems agents use to evaluate products. The decision layer—comprising standards, data, and verification logic—becomes the new market, with power concentrating among those who shape what agents recommend.

3. Creating New Value: Emotional connection remains important, but brands must also be machine-readable and verifiable to be considered by AI agents. Brands that combine emotional resonance with computational visibility are more likely to succeed. Structured, transparent product data and technical infrastructure are now as important as traditional branding.

Strategies for Brands: Adapting to AI-Mediated Consumer Journeys

Brands and retailers are advised to respond on three fronts:

– Understand Consumer Intent: Move beyond traditional segmentation to develop a real-time understanding of what consumers are trying to achieve. Use first-party data, purchase history, and feedback to create actionable insights.

– Compete for Influence in the Decision Layer: Make products and services machine-readable and ensure they are easily discoverable by AI agents. Develop agentic engine optimization alongside traditional SEO and media strategies.

– Rewire Business Operations: Integrate consumer intelligence across all business functions to ensure the consumer promise is met at every stage. Use internal AI agents to flag inconsistencies, improve forecasting, and accelerate problem resolution.

Consumer Expectations: Higher Standards and Conditional Loyalty

The shift to AI-mediated shopping does not lower consumer standards; it raises them. Consumers expect outcomes that align with their intent and are less tolerant of gaps between brand promises and delivery. Loyalty is now conditional on both emotional satisfaction and operational reliability, as mediated by AI agents.

Conclusion: A New Era for Brands and Consumers

The widespread adoption of AI agents marks a fundamental change in how consumers shop and how brands create value. Companies that adapt quickly to these new dynamics—by building trust, ensuring computational visibility, and delivering on their promises—are likely to capture growth. Those that fail to adjust risk being excluded from consideration as AI agents route demand to better-aligned alternatives. The evolving relationship between consumers, AI agents, and brands will define the next phase of market competition.

Discover more at Accenture.