Chatbot-driven shopping to hit ₹450 lakh crore in 5 years:Around 20% of people aged 18-24 are expected to rely on AI tools, says McKinsey study

The use of AI chatbots for shopping is rising rapidly across the globe. For Christmas and New Year gifts, many consumers have already handed over much of their shopping work to AI tools. These chatbots understand user preferences, filter suitable products, and help compare prices and features. A Shopify survey shows that during the holiday season, nearly two-thirds of consumers in wealthy countries plan to use AI assistance for shopping. Among people aged 18–24, around 15–20% are expected to rely on AI tools. According to a McKinsey study, shopping advice is the second most common use of tools like ChatGPT in the United States, after general research. McKinsey estimates that by 2030, the value of shopping conducted through chatbots could range between ₹270 lakh crore and ₹450 lakh crore. To tap into this growing market, OpenAI has partnered with platforms such as Shopify and Etsy, enabling businesses to sell products directly through chatbots in exchange for a fee. Google is also looking to enter and expand in this rapidly emerging space. Amazon Blocks OpenAI Agents as AI Reshapes Online Shopping In the United States, consumers can now ask AI tools to check in-store availability, compare prices, and even complete purchases. However, many e-commerce companies are unhappy about AI agents positioning themselves between retailers and their customers. Amazon has blocked OpenAI’s agents from accessing its data and has also taken legal action against Perplexity. Amazon alleges that Perplexity’s Comet browser accesses its website while disguising itself as a human user. Walmart to Sell Products via ChatGPT In contrast, Walmart announced in October that its products will soon be directly purchasable through ChatGPT. Analysts at Mizuho Bank estimate that about 4% of traffic to Walmart’s website already comes from referrals. Julie Bornstein, founder of the AI fashion shopping platform D?dream, says chatbots can be more effective than traditional search methods for certain products. They perform particularly well with items that have clear, comparable specifications, such as vacuum cleaners. Chatbots also work reasonably well for products that combine specifications with personal preferences, like cosmetics. However, they often struggle with highly personal categories such as fashion. Why Human Connection Still Matters As AI transforms online shopping, physical retail stores are becoming more important. Well-designed stores and knowledgeable, engaging staff offer brands a powerful way to connect with customers. According to this year’s Shopify survey, three-quarters of consumers say they value human interaction while shopping—an increase of 50% compared with 2024. ​