Nearly a third of shoppers would be willing to let artificial intelligence make purchasing decisions on their behalf within the next five years, according to new research from DHL eCommerce.

The logistics firm’s E-Commerce Trends Report 2026, based on responses from 29,000 consumers and 5,800 businesses across 29 countries, found that 29% of shoppers would be happy for AI to make shopping decisions or purchases for them. The figure rises to 33% among Gen Z shoppers and 36% among millennials.

DHL eCommerce CEO Pablo Ciano said: “The ability to understand and respond to customer needs has always defined success – but our new eCommerce trend report shows that AI is now redefining that advantage at hyperspeed.”

The report is designed to highlight a growing gap between consumer expectations and retailer capabilities, with convenience continuing to be a key factor in online purchasing decisions.

Data showed that one in five shoppers said faster delivery would encourage them to complete a purchase, while three in 10 are now using out-of-home delivery locations.

The study also found that payment choice also remains critical, with 62% of consumers saying they would abandon a purchase if their preferred payment method was unavailable. However, only 45% of businesses currently recognise this as a “major cause of basket abandonment.”

Meanwhile, the research pointed to continued growth in second-hand shopping. More than half (52%) of consumers have sold items through online marketplaces, while 45% say they buy second-hand or refurbished products for sustainability reasons.

DHL added that sustainable logistics is increasingly becoming a standard expectation, with 42% of consumers expecting it to become the norm within the next five years.

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