2025 Emerging Payments Survey: Agents Enter the Stage

It’s early in the game for AI tools and especially for AI agents, and for the first time Javelin Strategy & Research’s North American PaymentsInsights survey has put consumers’ use of those technologies into play. The picture is taking shape, of course, and the tools in use now are likely to shift as adoption grows, but this is clear: Consumers are using AI—or are largely open to using it—and entities in payments can use these insights to inform their strategies now and to build a picture of the customer base they’re intent on cultivating. 

'This report breaks down the salient data, examining the use of AI tools and agents in personal and business use cases and plotting where those behaviors are likely to go. It separates signal from noise where applicable and suggests actions to take now as the ramping-up period continues to unfold. 

Key questions discussed in this Emerging Payments report:

• How are consumers adopting AI tools and agents in their initial developmental stages?
• Do consumer patterns in using AI vary between personal and work settings?
• Do consumers trust AI agents to make choices? 4. Do payment behaviors vary when consumers use AI agents?

Companies Mentioned:

Claude/Anthropic, Copilot/Microsoft, Gemini/Google, OpenAI/ChatGPT, Perplexity