A new kind of customer is emerging, and it isn’t human.
By 2030, AI-powered machine customers are expected to influence or complete up to 30 trillion dollars in global purchases (Gartner). These intelligent agents are no longer just helpful tools. They can search, compare, evaluate, and purchase products on behalf of real people.Â
This shift in e-commerce is gaining momentum and is already starting to reshape how brands attract and retain customers.
How AI Is Taking Over
Many shoppers are already turning to AI for product inspiration and decision-making. According to Attest, more than 41 percent of consumers, and over half of Gen Z, use tools like ChatGPT or voice assistants to guide their purchases.
Retailers are following suit by implementing AI-powered chat and virtual assistants on their websites. These tools provide real-time help, product suggestions, and personalized support during the smart shopping journey.
But the evolution is going beyond assistance.
Smart printers can reorder ink automatically. Fridges track inventory and restock items when needed. Some cars now schedule their own service appointments. These early examples show machines acting independently, following predefined rules based on user preferences.
The next phase is more advanced. AI systems are beginning to make purchase decisions with minimal human input. Robo-advisors already invest money automatically. Smart homes are comparing providers to lower energy bills. These are the first steps toward fully autonomous shopping, where AI handles the entire transaction on behalf of the user.
Why This Matters for Brands
Machine customers do not respond to brand stories or emotion. Their decisions are based on logic, performance, and precision.
This new reality challenges the way brands market their products. An AI agent will choose based on specifications, pricing, availability, reviews, and reliability. If your product listing is vague, inconsistent, or missing key data, it may never even be considered.
Gartner highlights that many companies still rely on outdated marketing tactics that do not work on AI systems. Machines are not persuaded by taglines or brand voice. They prioritize verified facts and structured data, such as technical specs, sustainability attributes, and inventory updates.
How to Prepare Your Business for AI Customers
1. Structure your product data
Make sure product information is complete, consistent, and optimized for machines. Use schema markup, APIs, and structured formats so AI agents can easily access and understand your data.
2. Enable conversational commerce
Consumers are increasingly comfortable chatting with brands through AI. More than one third already use messaging when researching purchases. Integrating conversational AI prepares your brand for both current users and future machine interactions.
3. Focus on facts, not feelings
Make measurable value easy to spot. Display accurate pricing, shipping speeds, certifications, and sustainability metrics. These are the criteria AI shoppers will use to compare options.
4. Redesign the buying journey
Step into the shoes of a machine. Can your product be found, evaluated, and purchased with no friction? Some companies are building dedicated machine-facing storefronts to enable seamless automated purchases.
5. Build trust through performance
AI systems favor reliability. If your inventory is out of sync or your delivery times are unclear, you may be automatically filtered out. Invest in fast fulfillment, accurate product feeds, and consistent service to earn machine loyalty.
A Dual Audience: People and Machines
Human shoppers are still part of the equation, but they are no longer the only audience. Brands must now serve both people and their digital proxies. That means rethinking SEO, product pages, content and overall D2C strategy to perform well in both human searches and machine filters.
The future of e-commerce is evolving. It is not just about websites or in-store experiences anymore. AI is stepping in, silently influencing decisions behind the scenes and raising the bar for what it takes to compete.
Companies that take action now will be more discoverable, more reliable, and more likely to be chosen, whether by a person or a machine.
Ready to serve your next customer, even if it’s not human?
At 10XCREW, we help brands future-proof their digital strategy with data-driven solutions built for both people and machines. [Let’s talk AI commerce →]
