Checkout and agentic commerce promise frictionless shopping, yet many shoppers remain uneasy about handing control to conversational bots. The allure of personalized transactions is being tempered by a growing trust gap that threatens adoption, as concerns over data privacy, bias, and the loss of human oversight fuel hesitation.
Swathi Moorthy highlights that scepticism is pronounced among older consumers, who prefer familiar checkout flows. Their habit of scrutinizing reviews, comparing prices, and fearing data misuse clashes with the automated, recommendation‑heavy approach of chatbot commerce, which often lacks a human fallback. Consequently, conversion rates for older users stay low.
For retailers, the challenge is to blend agentic tech with safeguards that reassure shoppers. Privacy policies, opt‑outs and human escalation can bridge trust divide and turn chatbot checkout into a tool. Retailers must educate users about data handling, showing how information is collected and used, and pair transparency with support to convert skeptics.
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