Bench Media research has revealed that three in four consumers are already using AI to inform purchases, but trust gaps remain across age, income, and gender.
The research has shown that while generative AI has rapidly become part of everyday shopping behaviour, Australians are deeply divided on how much they trust brands to use it responsibly.
The report, ‘What Consumers Expect from Brands in the Age of AI,’ is based on proprietary survey data and highlights that three in four Australians now use AI tools such as ChatGPT and Google Gemini to research or compare purchases. Nearly half want brands to disclose when AI is in play, and an overwhelming 82 per cent believe companies should face stricter regulation.
“AI will only be as powerful as the trust and connection it builds with consumers. Our research shows Australians are not asking whether AI should exist in marketing, they are asking how it is used, how it is disclosed, and whether it aligns with brand values. That is the challenge CMOs need to solve,” Ori Gold, CEO and co-founder, Bench Media said.
“The smartest brands in 2025 will not be the ones with the most AI, they will be the ones that use it with the most emotional intelligence,” Gold added.
At the heart of the findings is a generational divide with younger Australians embracing Gen AI tools to guide shopping decisions, streamline work tasks and even plan leisure activities. In contrast, older Australians remain cautious, slower to adopt and are more sceptical of AI’s impact on trust, service and authenticity.
“For marketers, the challenge isn’t just adopting AI but knowing how to apply it in ways that are measurable, scalable, and empathetic. This white paper gives the industry a clear roadmap for harnessing AI to drive both smarter decision-making and stronger customer relationships,” Gold added.
The white paper delved into four key parts, with a message for marketers that AI is not a one-size-fits-all solution.
Nearly one in five Australians uses generative AI daily to help decide what to buy. For younger demographics, particularly 25 – 44-year-olds, AI is becoming the default tool for shopping, planning travel, and even making dining choices. Among 18–24s, six in ten use AI at least weekly for product research.
While 54 per cent of Australians say they trust generative AI platforms for product research, 22 per cent express outright distrust. That scepticism is amplified in lower-income households, where concerns about data use and digital literacy remain significant barriers.
Gender adds another layer of complexity, with women using AI more frequently than men, with 52 per cent of women reporting weekly use compared to 42 per cent of men.
Gen Z, often positioned as “digital natives,” frequently use AI, but are more likely than any other demographic to doubt its creative ability, with 44 per cent of 18 – 24-year-olds believing humans still do a better job.
Nearly half of Australians (47 per cent) say they want brands to clearly disclose when AI is being used and 60 per cent believe that all AI-generated advertising should be clearly labelled.
This demand for openness reflects deeper concerns around data and authenticity, plus regulation is another area of rare consensus. Across age, income, and gender, 82 per cent of Australians believe brands should be more strictly regulated in their use of AI.
More than half (51 per cent) of Australians say they are comfortable with AI models or visuals in ads, and 57 per cent believe AI can be just as creative as humans. Yet three-quarters believe AI-generated models promote unrealistic beauty standards.
The study found that while 30 per cent of Australians believe the ideal customer experience blends AI-driven efficiency with human empathy, this preference is especially pronounced among older Australians who value human interaction. Younger consumers, by contrast, prioritise speed and convenience, but only if it comes with transparency and creative integrity.
“The white paper is a solid start for those looking to embrace the core capabilities within this fast-evolving space; its balance of data-driven insights with practical guidance for empathetic campaigns,” Jonas Jaanimagi, technology lead at IAB Australia said.
“Marketers need to consistently consider the customer-based reactions to the latest AI trends to ensure their organisations remain customer-centric,” Associate Professor Ofer Mintz of UTS said.
“AI is no longer a futuristic concept; it’s already reshaping how marketers connect and engage with audiences. This research underscores the importance of combining technological capability with human understanding, which is exactly where the real competitive advantage will lie,” Gold added.
