Polish Consumers Reject AI Chatbots in E‑commerce, Survey Shows

A recent Payback‑commissioned survey found that AI‑driven chatbots, now deployed across most Polish online stores, are failing to win over shoppers. About 59 % of respondents said they abandoned an online purchase when a bot could not resolve their issue, and roughly 40 % admit they do not use any shopping assistant at all.

While 80 % of those surveyed said they generally trust AI recommendations, a striking 94 % still verify the suggestions independently. The majority – 59 % – prefer generic chatbots such as ChatGPT or Gemini, citing greater perceived neutrality and broader product coverage, whereas only 23 % rely on in‑store proprietary bots. Senior product expert Grzegorz Kielczewski explained that consumers “don’t so much fear manipulation as they assume internal recommendations are based on fewer data and limited to the shop’s own catalogue.”

The findings suggest that despite the widespread rollout of AI assistants, Polish shoppers remain cautious, favouring external solutions they view as more trustworthy and versatile.