Generative AI usage in online shopping 2023, by purchase stage

Published by
Stephanie Chevalier,
May 29, 2024

In 2023, the most common use for generative AI in e-commerce was for customer support, with 42 percent of respondents using it to resolve post-purchase queries. Generative AI was also commonly used for tailored loyalty programs, and to answer queries in real time during the purchase process. 

Usage of generative artificial intelligence (Gen AI) tools in online shopping in 2023, by purchase stage

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Release date

January 2024

Region

Worldwide

Survey time period

October and November 2023

Number of respondents

2,299*

Age group

18 years and older

Supplementary notes

* Consumers who are aware of the use of generative AI in shopping experiences in 11 countries across North America, Europe, and Asia–Pacific.

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Statistics on " Artificial intelligence (AI) in e-commerce "

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Overview

4

Level of implementation

6

Business adoption

7

Consumer behavior

8

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Topics

Perception of gen AI use in advertising in the U.S.Artificial intelligence (AI) use in marketing Artificial intelligence (AI) in programmatic advertisingArtificial intelligence (AI) use in marketing in the UKArtificial intelligence in e-commerce
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