# Shoppers prefer speaking to a retail AI agent after trying one, study finds

> Original title: What shoppers choose once they’ve tried a retail AI agent

- Source: ElevenLabs Blog
- Published: 2026-10-27T12:00:00.000Z
- Bad Influence: https://badinfluence.news/items/yzirp0mw4825yd3jbq0betklj
- Original: https://elevenlabs.io/blog/retail-ai-agents

## Summary

In an ElevenLabs study, nearly half of shoppers who tried a live voice agent chose speaking and hearing replies as their preferred way to shop, while about 30% chose speaking and reading. Shoppers' preference for voice fell away when problems went wrong: 61% asked for a person after a second failed attempt to fix a wrong charge.