Linnworks survey: ecommerce firms want AI built in but few trust it to buy stock

Nov 12, 2026
Of 500 US and UK ecommerce decision-makers, 64% call AI a top factor when picking operations software, but only 37% would let it make purchasing decisions.

Ecommerce businesses want AI in their tools but stop short of letting it spend money, according to a survey commissioned by Linnworks, which makes operations software for online sellers. OnePoll surveyed 500 US and UK ecommerce decision-makers, and the press release reports the US results.

64% said AI is among the most important factors when choosing operations software, and 46% expect AI to be built in rather than sold as an add-on. 53% describe AI as scaled or broadly adopted in their organisation, and 62% already have an AI assistant that takes actions such as sending messages or updating records.

Trust drops when money is involved. 58% would trust AI to produce demand forecasts, but only 37% would let it make purchasing decisions, and the same share would let it talk to suppliers. 43% named poor integration between systems as a barrier to more automation, ahead of cost at 37%. "The next stage of AI adoption isn't about handing over control," said Linnworks CMO Hilary Smith.

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