A survey carried out in the United States in 2023 showed that ChatGPT performed better than any other retail chatbots. 67 percent of shoppers stated ChatGPT understood their query, while retail chatbots could do the same only in 25 percent of cases. Nearly half of respondents using customer support on e-commerce sites had to reword or simplify their query to be understood. With ChatGPT, the figure was less than 20 percent.
Shopping experience with retail chatbots and ChatGPT in the United States in 2023
Characteristic
Retail chatbots
ChatGPT
I feel it always/often understands my questions or needs
25%
67%
I have to always/often reword or simplify my query to be understood
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Capterra. (April 10, 2023). Shopping experience with retail chatbots and ChatGPT in the United States in 2023 [Graph]. In Statista. Retrieved August 25, 2024, from https://www.statista.com/statistics/1406877/chatgpt-vs-retail-chatbot-experience-united-states/
Capterra. "Shopping experience with retail chatbots and ChatGPT in the United States in 2023." Chart. April 10, 2023. Statista. Accessed August 25, 2024. https://www.statista.com/statistics/1406877/chatgpt-vs-retail-chatbot-experience-united-states/
Capterra. (2023). Shopping experience with retail chatbots and ChatGPT in the United States in 2023. Statista. Statista Inc.. Accessed: August 25, 2024. https://www.statista.com/statistics/1406877/chatgpt-vs-retail-chatbot-experience-united-states/
Capterra. "Shopping Experience with Retail Chatbots and Chatgpt in The United States in 2023." Statista, Statista Inc., 10 Apr 2023, https://www.statista.com/statistics/1406877/chatgpt-vs-retail-chatbot-experience-united-states/
Capterra, Shopping experience with retail chatbots and ChatGPT in the United States in 2023 Statista, https://www.statista.com/statistics/1406877/chatgpt-vs-retail-chatbot-experience-united-states/ (last visited August 25, 2024)
Shopping experience with retail chatbots and ChatGPT in the United States in 2023 [Graph], Capterra, April 10, 2023. [Online]. Available: https://www.statista.com/statistics/1406877/chatgpt-vs-retail-chatbot-experience-united-states/