Kenyans largely using AI tools for shopping as trust remains a concern - Visa report

A market report by Visa, a global payment network, found that 89% of Kenyans have used AI tools to assist them with shopping. 

The uses of these tools range from comparing prices of products, finding gift ideas, and checking product reviews and ratings online. 

However, Kenyan shoppers are yet to trust AI agents with completing their shopping and checking out. 

Visa, in its 2026 Stay Secure Kenya study, found that only 29% would trust AI agents to complete checkout of the shopping site on their behalf. 

Agentic commerce has recently gained momentum globally, as AI agents perform e-commerce tasks on behalf of users or businesses. 

AI agents perform e-commerce tasks by understanding customers’ behaviour and preferences and using the personalized information to act on their behalf. 

While AI tools are largely adopted in shopping, scams remain a big concern in the e-commerce sector. 

Visa found that 37% of Kenyans have experienced a financial scam in the past 12 months, mostly when shopping on social media platforms. 

 These scams have also targeted children who use shopping and gaming platforms. 

According to Visa, 62% of Kenyans have seen a child falling victim to a scam while gaming or shopping online. These children struggle to recognize scams on e-commerce platforms. 

E-commerce has gained popularity in Kenya, where Small and Medium Enterprises (SMEs) have set up shop on social media platforms including Instagram, Facebook, X and TikTok.

These traders have given those with physical shops a run for their money, disrupting pricing and service delivery for legacy retailers.

These traders often take advantage of the given platform algorithms to popularize their businesses and gain conversions.