Hong Kong retailers face AI checkout trust barrier

Retailers in Hong Kong are encountering a trust barrier regarding the use of artificial intelligence for automated transactions. While 74% of local shoppers utilize AI for product discovery, 45% express discomfort with allowing the technology to complete purchases on their behalf.

Anson Bailey, Head of Consumer & Retail for Asia Pacific at KPMG China, noted that consumers distinguish between receiving recommendations and surrendering control over their finances. To bridge this gap, Bailey suggests a strategy of “graduated delegation,” where AI is initially permitted to search for products and build shopping baskets, with automated purchasing introduced only after consumers establish clear boundaries and permissions.

Successful implementation of agentic commerce will require retailers to provide transparent systems that detail what an AI is authorized to do, the actions it has taken, and the protections available if transactions fail. Reliability in product data, payment systems, and service recovery will be critical to gaining consumer confidence.