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Six in Ten UK Consumers Would Stop Using an AI Shopping Agent After One Mistake, ACI Survey Finds

businesswire.com
ACIW The article discusses a survey commissioned by ACI Worldwide regarding consumer trust in AI shopping agents. While the findings highlight a trust gap, which could impact AI adoption, the company itself is presented as an innovator in payments technology. The sentiment is neutral as the article focuses on the broader market trend and consumer behavior rather than ACIW's specific performance.

Six in Ten UK Consumers Would Stop Using an AI Shopping Agent After One Mistake, ACI Survey Finds LONDON--( BUSINESS WIRE)--New research from ACI Worldwide (NASDAQ: ACIW), an original innovator in global payments technology, reveals a significant trust gap between artificial intelligence and human decision-makers, highlighting a key barrier to the widespread adoption of AI shopping agents.

“The findings clearly show that consumers are open to AI helping them shop smarter, but only if they remain firmly in control of both the decision making and their money.” Adriana Iordan, head of merchant and payments intelligence, ACI Worldwide.

A YouGov survey of more than 2,000 UK adults, conducted on behalf of ACI Worldwide, found that just 19% of consumers trust AI assistants to follow rules to set up make every day purchasing decisions, compared with 55% who trust a human expert or adviser. Seven in ten (69%) do not trust AI, even when it follows rules they set, while six in ten (60%) say they would stop using an AI agent after just one mistake.

AI shopping agents are tools that can search, compare and, with a consumer’s permission, complete purchases on their behalf. The findings come as merchants, payment providers and technology platforms increasingly move these tools beyond product discovery and closer to checkout and payment.

“The findings clearly show that consumers are open to AI helping them shop smarter, but only if they remain firmly in control of both the decision‑making and their money,” said Adriana Iordan, head of merchant and payments intelligence at ACI Worldwide. “They’re telling us very clearly that they won’t hand control of their finances to an autonomous agent without safeguards. This isn’t a capability gap; it’s a trust and confidence gap. If the industry wants adoption, it must prioritise control over capability: explicit approvals, hard spending limits, protected payment details and clear accountability when things go wrong.”

Key Findings:

Note to editors: All figures, unless otherwise stated, are from YouGov Plc. Total sample size: 2,080 UK adults (18+). Fieldwork conducted between 19–22 June 2026. The survey was carried out online and weighted to be representative of the UK adult population.

About ACI Worldwide

ACI Worldwide, an original innovator in global payments technology, delivers transformative software solutions that power intelligent payments orchestration in real time so banks, billers and merchants can drive growth, while continuously modernizing their payment infrastructures, simply and securely. With nearly 50 years of trusted payments expertise, we combine our global footprint with a local presence to offer enhanced payment experiences to stay ahead of constantly changing payment challenges and opportunities.

Copyright ACI Worldwide, Inc. 2026

ACI, ACI Worldwide, ACI Payments, Inc., ACI Pay, Speedpay and all ACI product/solution names are trademarks or registered trademarks of ACI Worldwide, Inc., or one of its subsidiaries, in the United States, other countries or both. Other parties’ trademarks referenced are the property of their respective owners.