AI-Generated Review Summaries on E-Commerce Platforms: Drivers of Consumers’ Usage Intentions

Abstract

E-Commerce platforms increasingly rely on consumer reviews to support decision-making and enhance the overall shopping experience. Yet, the abundance and heterogeneity of reviews often hinder consumers from extracting relevant information. AI-generated summaries can help by structuring and presenting key review content more accessibly. This study examines factors influencing consumers’ intentions to use such AI-powered tools. Drawing on survey data and structural equation modelling, results show that perceived utilitarian value, ease of use, trust in AI, and trust in other reviewers significantly shape consumers’ intentions to use AI-generated review summaries. These findings contribute to research by identifying key factors that drive consumers’ intentions to use AI-powered tools and by highlighting their potential to foster informed decision-making in e-commerce. They further offer guidance for platform providers and AI developers on how to design user-centred, trustworthy AI-powered tools that encourage adoption and improve the overall shopping experience.