Timeline of machine customers becoming a significant trend 2020-2040

Artificial intelligence (AI) is able to perform purchases, simulating human customers. According to chief executive officers from worldwide enterprises, machine customers are going to be a relevant trend in the future. The AI-driven customer base might be significant by 2030, according to 49 percent of CEOs answering the survey. Already by 2025, 22 percent of surveyed CEOs predict machine customers to have a significant impact in their industries.

The potential of shopping assistants

Consumers are intrigued by the features of AI-powered shopping assistants. More than one-third of shoppers find these tools helpful in discovering new products or services. More surprisingly, one in three consumers is interested in having their needs anticipated by artificial intelligence. This goes well beyond the established habit of creating shopping lists with voice assistants – purchase behavior reported by over half of Gen Z consumers in the United States.

Voice assistants in B2B commerce

Voice commerce is not just a trend in B2C commerce, a worldwide survey from 2022 suggests. When asked how they will finalize a purchase in five years' time, nearly 30 percent of B2B buyers mentioned voice assistants. This was just one percent less than sales representatives – a sign that AI tools might significantly replace in-person relationships in that context.