Chatbots are AI-powered tools able to assist consumers in their online shopping. A global survey from 2023 confirmed that consumers are interested in the chatbots' functionalities, with 44 percent of respondents appreciating the help of chatbots in finding product information before the actual purchase. Another 35 percent of surveyed shoppers were interested in using the customer service support available on retailers' or brands' websites.
Share of consumers interested in chatbots as online shopping assistants in 2023
8,975 consumers across 25 countries and territories
Supplementary notes
The original question stated: 'Recently there have been major increases in the capabilities of what chatbots can do. Which, if any, of the following functions of a chatbot would you be interested in using?'
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PwC. (June 26, 2023). Share of consumers interested in chatbots as online shopping assistants in 2023 [Graph]. In Statista. Retrieved November 21, 2024, from https://www.statista.com/statistics/1422346/interest-in-chatbots-as-shopping-assistants/
PwC. "Share of consumers interested in chatbots as online shopping assistants in 2023." Chart. June 26, 2023. Statista. Accessed November 21, 2024. https://www.statista.com/statistics/1422346/interest-in-chatbots-as-shopping-assistants/
PwC. (2023). Share of consumers interested in chatbots as online shopping assistants in 2023. Statista. Statista Inc.. Accessed: November 21, 2024. https://www.statista.com/statistics/1422346/interest-in-chatbots-as-shopping-assistants/
PwC. "Share of Consumers Interested in Chatbots as Online Shopping Assistants in 2023." Statista, Statista Inc., 26 Jun 2023, https://www.statista.com/statistics/1422346/interest-in-chatbots-as-shopping-assistants/
PwC, Share of consumers interested in chatbots as online shopping assistants in 2023 Statista, https://www.statista.com/statistics/1422346/interest-in-chatbots-as-shopping-assistants/ (last visited November 21, 2024)
Share of consumers interested in chatbots as online shopping assistants in 2023 [Graph], PwC, June 26, 2023. [Online]. Available: https://www.statista.com/statistics/1422346/interest-in-chatbots-as-shopping-assistants/
