The latest report by Talkdesk reveals a shift in consumer behaviour driven by AI during the holiday season. According to the survey, 88% of shoppers utilised AI in some capacity, with 56% reporting increased happiness due to AI’s support. Furthermore, 69% of these consumers are more inclined to continue using AI for shopping throughout 2025, showing the growing reliance on this technology.
“Our survey demonstrates that consumers embraced AI-powered tools across the buying journey this holiday season for more personalized, easy, and stress-free shopping. By learning from what worked during the recent busy retail period, retailers can gain a competitive edge year-round by strategically implementing AI,” said Ed Durbin, vice president and general manager of industry strategy for retail and consumer goods at Talkdesk.
Saving money with AI
AI played a pivotal role in alleviating the stress typically associated with holiday shopping. An impressive 72% of respondents credited AI with helping them save money by uncovering cost-saving deals and alternatives. This enhanced capability resulted in more informed purchasing decisions, reducing holiday shopping anxiety.
In fact, 61% of participants reported feeling more confident in their holiday purchases, leading to fewer returns—70% of shoppers noted a decrease in returned items compared to previous years.
The survey also highlighted the diverse applications of AI among consumers. While 59% used AI chatbots to discover discounts and coupons and 57% to track holiday shipments, many shoppers creatively leveraged AI for more personalized tasks.
Simplifying gift giving
About 43% of respondents turned to AI chatbots for gift ideas, and 36% used them for holiday outfits or décor inspiration. Additionally, 42% engaged in visual shopping searches, leveraging AI to find products that matched or resembled images they uploaded.
Consumer expectations for AI in retail have heightened, with 58% of shoppers anticipating a superior shopping experience in 2025 due to the effectiveness of AI in 2024. This sentiment is powerful among men, 64% of whom believe retailers should enhance their services with AI.
Retailers who meet these expectations stand to benefit significantly; 44% of consumers who used AI-driven shopping tools reported purchasing more products because the experience was more enjoyable.