Kuala lumpur: About 74 percent of Malaysians are utilizing artificial intelligence (AI) to aid their shopping experiences, yet 52 percent are still uncomfortable with the technology completing purchases on their behalf, according to a survey published by financial technology platform Adyen.
According to BERNAMA News Agency, the Adyen Index 2026 Malaysia Retail Report highlights that while AI is increasingly being used to discover products, compare options, and receive shopping recommendations, trust remains a significant barrier to the broader adoption of AI-powered transactions. Adyen Malaysia's country manager, Soon Yean Lee, noted that AI is already transforming how Malaysians shop, but the transition from AI-assisted shopping to agentic commerce is only in its nascent stages.
Soon emphasized that security has always been a fundamental concern for consumers, even before AI integration into the shopping experience. During a media briefing, he highlighted that security encompasses not only data protection but also the quality of the products, and the comfort level with customer service and after-sales service, all contributing to a sense of security.
Payment security plays a crucial role in building consumer confidence, with the survey indicating that 59 percent of consumers believe payment errors significantly damage their perception of a brand. Additionally, 26 percent of respondents said they would abandon a purchase and avoid returning to the retailer after encountering payment issues. Soon explained that consumers facing payment issues with one retailer are likely to complete their purchase through another retailer instead.
The survey also found that 47 percent of consumers already use biometric authentication, such as Face ID, when shopping, while 24 percent expressed more confidence in retailers that employ multi-factor authentication. "There is a certain level of comfort in allowing additional checks to be done because it builds the trust consumers have towards the brand," Soon remarked.
On the business side, Soon reported that 85 percent of Malaysian retailers surveyed are familiar with the concept of agentic commerce, where AI agents complete purchases on behalf of consumers. However, only 47 percent planned to invest in the technology. Retailers remain cautious, with 43 percent expressing concerns over losing direct relationships with customers as AI increasingly becomes an intermediary in transactions.
The Adyen Index 2026 Malaysia Retail Report is based on an online survey commissioned by Adyen and conducted by international market research and data analytics company YouGov from March to April 2026. The survey included 1,031 Malaysian consumers aged 18 and above, as well as 314 senior retail employees from retailers with an annual turnover of at least RM75 million.