74 pc of Malaysians use AI to support shopping: survery

KUALA LUMPUR: About 74% of Malaysians use artificial intelligence (AI) to support shopping, but 52% are uncomfortable allowing the technology to complete purchases on their behalf, a survey by financial technology platform Adyen finds.

Adyen released the results on Tuesday. The survey, included in Adyen’s Index 2026 Malaysia Retail Report, shows AI is increasingly used to discover products, compare options and receive shopping recommendations, but trust remains a key barrier to wider adoption of AI‑powered transactions, Adyen Malaysia country manager Lee Soon Yean told a press briefing.

Security concerns appear to be the main reason for these reservations, Lee said, noting that security has long been a fundamental concern for consumers even before AI became part of the shopping experience.

“Not just security of data, but also the quality of your product, the comfort level you have when dealing with customer service and after‑sales service. All those, in one form or another, give you that sense of security,” he said.

Lee added that payment security plays an important role in building consumer confidence. The survey found that 59% of consumers felt payment errors severely damaged their perception of a brand, and 26% of respondents said they would abandon a purchase and avoid returning to the retailer after encountering payment issues.

By RSS/Xinhua