{"id":75754,"date":"2025-11-05T13:02:45","date_gmt":"2025-11-05T13:02:45","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=75754"},"modified":"2025-11-07T10:00:35","modified_gmt":"2025-11-07T10:00:35","slug":"amazon-sues-perplexity-over-comet-ai-shopping-tool","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/security-privacy-compliance\/amazon-sues-perplexity-over-comet-ai-shopping-tool\/","title":{"rendered":"Amazon Sues Perplexity for Allegedly Misusing Its AI Shopping Tool"},"content":{"rendered":"<p><span data-contrast=\"auto\">Amazon has threatened Perplexity with legal action\u00a0after\u00a0its shopping tool\u00a0was accused of computer fraud.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">On Tuesday, the startup\u2019s Comet AI\u00a0was\u00a0accused of violating\u00a0Amazon\u2019s\u00a0ban on\u00a0robot and data gathering.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Amazon has previously warned Perplexity about the use of the tool on its shopping site.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">In the claim, Amazon accused Perplexity of\u00a0misconduct against its\u00a0company\u2019s\u00a0terms\u00a0of service,\u00a0claiming that its agentic browser, Comet AI,\u00a0was being used\u00a0to\u00a0access customer accounts and\u00a0make automated purchases on behalf of a customer, without Amazon\u2019s knowledge.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The accusation also claims that perplexity has damaged Amazon\u2019s customer experience by pretending to be a human consumer and accessing restricted sections of its website, threatening the trust and privacy of customers.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">In a\u00a0<\/span><a href=\"https:\/\/www.aboutamazon.com\/news\/company-news\/amazon-perplexity-comet-statement\"><span data-contrast=\"none\">statement<\/span><\/a><span data-contrast=\"auto\">\u00a0on Tuesday, a spokesperson for Amazon addressed the claims made against Perplexity.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">They said:<\/span><\/p>\n<blockquote><p><span data-contrast=\"auto\">\u201cWe\u2019ve repeatedly requested that Perplexity remove Amazon from the Comet experience, particularly in light of the significantly degraded shopping and customer service experience it provides.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><\/blockquote>\n<p><span data-contrast=\"auto\">\u201cThis helps ensure a positive customer experience and it is how others operate, including food delivery apps and the restaurants they take orders for, delivery service apps and the stores they shop from, and online travel agencies and the airlines they book tickets with for customers.\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\u201cAgentic third-party applications such as Perplexity\u2019s Comet have the same obligations.\u201d<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Amazon had\u00a0previously\u00a0demanded\u00a0that\u00a0Perplexity\u00a0stop\u00a0using\u00a0its shopping tool bots\u00a0on its platform\u00a0in November 2024;\u00a0however, it\u00a0later accused\u00a0the company of breaching this request in August 2025.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">In\u00a0response to the allegations, Perplexity published\u00a0an\u00a0<\/span><a href=\"https:\/\/www.perplexity.ai\/hub\/blog\/bullying-is-not-innovation\"><span data-contrast=\"none\">article<\/span><\/a><span data-contrast=\"auto\"> on Tuesday titled \u2018Bullying is Not Innovation\u2019.<\/span><\/p>\n<p><span data-contrast=\"auto\">Within the article, the company responds to the claims made against them, saying they have felt \u2018bullied\u2019 by Amazon\u2019s attempts to block Comet AI.<\/span><span data-ccp-props=\"{&quot;335559685&quot;:0}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">A spokesperson for Perplexity said:<\/span><\/p>\n<p><span data-contrast=\"auto\">\u201c<\/span><span data-contrast=\"auto\">This week, Perplexity received an aggressive legal threat from Amazon, demanding we prohibit Comet users from using their AI assistants on Amazon.<\/span><span data-ccp-props=\"{&quot;335559685&quot;:0}\">\u00a0<\/span><\/p>\n<blockquote><p><span data-contrast=\"auto\">\u201cThis\u00a0isn\u2019t a reasonable legal position;\u00a0it\u2019s a bully tactic to scare disruptive companies like Perplexity out of making life better for people.<\/span><span data-contrast=\"auto\">\u201d\u00a0<\/span><\/p><\/blockquote>\n<p>Interestingly, <strong>Sirte Pihlaja<\/strong>, <strong>the CEO of CX design agency<\/strong>, <strong>Shirute<\/strong>, compared <a href=\"https:\/\/www.cxtoday.com\/customer-engagement-platforms\/amazon-redefines-how-customers-shop-with-its-new-buy-for-me-feature-alexa-plus\/\">Amazon&#8217;s recently launched Buy for Me feature<\/a> to Perplexity&#8217;s Pro Shopping Assistant.<\/p>\n<p>Although this is not directly linked to the current legal battle, it does point to Amazon encroaching on Perplexity&#8217;s area of expertise and looking to cut out third-party shopping tools from its customer journey.<\/p>\n<p><span data-contrast=\"auto\">However, Amazon does not appear to be the only company that has an issue with Perplexity,<\/span><\/p>\n<p><span data-contrast=\"auto\">Indeed, the company has been cautioned against similar claims made by other businesses in recent months.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">In August, cloud service provider Cloudflare accused Perplexity of intentionally disguising its bots as Google Chrome browser\u2019s and avoiding detection to access sites without permission repeatedly after being asked to stop, resulting in Perplexity being removed from the company\u2019s list of verified bots.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">In October, Reddit sued several firms, including Perplexity, of dodging anti-scraping safeguards and stealing customer data, with Perplexity rebutting the claim suggesting it was a threat to \u2018public interest\u2019.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h2>What This Means for the Wider CX Space<\/h2>\n<p>The dispute between Amazon and Perplexity underscores a growing tension at the intersection of AI innovation, customer experience, and digital ethics.<\/p>\n<p>As agentic AI tools like Comet become more capable of acting autonomously on behalf of users, brands are being forced to reconsider the boundaries of their customer ecosystems and who truly \u201cowns\u201d the customer relationship.<\/p>\n<p>For the CX industry, this clash highlights an inflection point.<\/p>\n<p>On one hand, AI-driven shopping assistants promise hyper-personalized, frictionless experiences, which can provide consumers with convenience and control. On the other, they raise serious concerns about trust, transparency, and brand integrity.<\/p>\n<p>If platforms continue to restrict third-party AI integrations, CX innovation risks becoming siloed, limiting customers\u2019 ability to curate the experiences they want.<\/p>\n<p>Conversely, allowing open access without guardrails could erode trust and compromise data security. The challenge for CX leaders, then, is to strike a balance: enabling AI-led personalization while maintaining accountability, compliance, and ethical clarity.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Amazon has threatened Perplexity with legal action\u00a0after\u00a0its shopping tool\u00a0was accused of computer fraud.\u00a0 On Tuesday, the startup\u2019s Comet AI\u00a0was\u00a0accused of violating\u00a0Amazon\u2019s\u00a0ban on\u00a0robot and data gathering.\u00a0 Amazon has previously warned Perplexity about the use of the tool on its shopping site.\u00a0 In the claim, Amazon accused Perplexity of\u00a0misconduct against its\u00a0company\u2019s\u00a0terms\u00a0of service,\u00a0claiming that its agentic browser, Comet [&hellip;]<\/p>\n","protected":false},"author":11151,"featured_media":75755,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[61016,62065],"class_list":["post-75754","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-analytics-intelligence","category-security-privacy-compliance","tag-agentic-ai","tag-agentic-ai-in-customer-service","tag-ai-agents","tag-artificial-intelligence","tag-autonomous-agents","tag-fraud","tag-security-and-compliance","tag-user-experience","brands_to_track-amazon","brands_to_track-perplexity","editorial_type-news","intent-loyalty","target_audience-industry-professional"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Amazon Sues Perplexity Over Claims 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