The Future of Digital Commerce and Consumer Trust
Authors-P.Uma kumari, Dr.A.Parameshwari
Keyword-Digital Commerce, Consumer Trust, Agentic Commerce, Artificial Intelligence, Personalization-Privacy Paradox, Trust Calibration
Rapid digital commerce evolution as a result of artificial intelligence use, agency, and fragmented customer journeys necessitates an alteration in the way consumers interact with digital commerce platforms. This paper analyzes the importance of building consumer trust as a core element defining the future of digital commerce. By conducting a qualitative analysis of industry reports, survey data, and research literature, from 2021-2026, the study puts forward the concept of Trust-Calibrated Commerce Framework (TCCF), which consists of the mechanisms of transparency, governance, and personalization-privacy balance. It has been found out that despite 40% of consumers across the world being ready to entrust purchases to artificial agents, the main issue deterring users is trust as 55% believe that AI may steal their identity and make some unauthorized purchases. It has also been revealed that trust calibration mechanisms differ significantly depending on customer segments and young people prefer to deal with AI agents.
Doi-[https://doi.org/10.5281/zenodo.22040390]