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
49%
19%
Created with Highcharts 7.2.2Share of respondents25%25%49%49%67%67%19%19%Retail chatbotsChatGPTI feel it always/often understands my questions or needsI have to always/often reword or simplify my query to be understood
0%20%40%60%80%
Add this content to your personal favorites. These can be accessed from the favorites menu in the main navigation.
You have no right to use this feature.
Make sure to contact us if you are interested in scientific citation.
You can upgrade your account to enable this functionality for all statistics.
This feature is not available with your current account.Request access
Learn more about how Statista can support your business.
Capterra. (April 10, 2023). Shopping experience with retail chatbots and ChatGPT in the United States in 2023 [Graph]. In Statista. Retrieved February 17, 2025, 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 February 17, 2025. 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: February 17, 2025. 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 February 17, 2025)
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/
Profit from additional features with an Employee Account
Please create an employee account to be able to mark statistics as favorites.
Then you can access your favorite statistics via the star in the header.
Profit from the additional features of your individual account
Currently, you are using a shared account. To use individual functions (e.g., mark statistics as favourites, set
statistic alerts) please log in with your personal account.
If you are an admin, please authenticate by logging in again.