Some 74 percent of Malaysians use artificial intelligence (AI) to help them shop, according to a survey released by financial technology platform Adyen, although 52 percent are uncomfortable letting the technology complete purchases on their behalf.
In a press conference regarding the Adyen Index 2026 Malaysia Retail Report, Adyen Malaysia Country Manager Lee Soon Yean said that while AI is increasingly being used by consumers to search for products, compare options, and get shopping recommendations, trust in the technology remains a major barrier to wider adoption of AI-based transactions.
According to Lee, security concerns appear to be a major factor behind the hesitation, adding that security has always been a fundamental concern for consumers, even before AI became part of the shopping experience.
"It's not just data security, but also the quality of your product, the level of comfort when dealing with customer service, and after-sales service. All of these things, in whatever form, give you a sense of security," he said, as reported by Xinhua.
Lee added that payment system security also plays a crucial role in building consumer trust.
A survey showed that 59 percent of consumers believe errors in the payment process significantly damage their perception of a brand. Meanwhile, 26 percent of respondents said they would cancel a transaction and not shop with the same retailer again after experiencing payment issues.
