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Adyen links AI shopping to merchants' push for loyalty
Adyen said it plans to pull forward computing and storage spending after higher prices and supply constraints, with about two-thirds of capital expenditures going to private cloud systems.
Payments firm Adyen said the rise of AI chatbots that can guide consumers from product discovery to payment is pressuring merchants to protect more direct customer relationships and loyalty-driven repeat purchases, according to comments shared with Reuters.
Adyen co-CEO Pieter van der Does said a merchant it spoke with this week generated 70% of its volume through direct channels, and wants to maintain that share as shoppers increasingly start their shopping searches through chatbots that may route transactions away from retailer-owned online experiences.
Adyen, which processes payments for retailers including Hermès and Hugo Boss, said it has introduced a platform for enterprise merchants and AI-agent payments. The company also cited recent acquisitions of loyalty software firm Talon.One and billing provider Orb aimed at strengthening retention-focused services as AI companies shift toward usage-based fees rather than fixed subscriptions.
Adyen added that the AI shift is also changing payment infrastructure costs, prompting it to pull forward spending on computing and storage capacity from next year due to higher prices and supply constraints. The co-CEO said roughly two-thirds of Adyen's capital expenditures go to private cloud systems that run its core services.