"Adobe Analytics, which analyzed online transactions and website traffic for its shopping trends report, said traffic from generative AI chatbots toward retailer's sites, increased by 693.4% from the 2024 holiday season, indicating a shift in the way people shop. Before the holiday season began, FedEx reported 97% of U.S. retailers were planning to use AI for shopping, including incorporating tools for customer service and pricing."
"Adobe's data was similar to that of SalesForce, which reported "$229 billion of global online holiday sales "were influenced by AI and agents in the form of product recommendations, targeted offers and conversational customer service support." Tangent AI tools are not without their hiccups, as online retailers have pushed back against Amazon's "Shop Direct" AI tool that has listed products from other sites without their consent, CNBC reports."
American consumers spent $257.8 billion online during the 2025 holiday season, a record and a 6.8% increase from the previous year. Adobe Analytics found traffic from generative AI chatbots to retailers' sites rose 693.4% compared with 2024. Before the holidays, FedEx reported 97% of U.S. retailers planned to use AI for shopping, including customer service and pricing. A Future Commerce poll found 52% already use AI for shopping and 49% begin with AI-enhanced research. Salesforce estimated $229 billion in global online holiday sales were influenced by AI through recommendations, targeted offers and conversational support. Some retailers pushed back against Amazon's Shop Direct listing products from other sites without consent.
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