Types of interaction with e-commerce AI chatbots 2024

Published by Daniela Coppola, Nov 28, 2024

According to a survey released in 2024, about one-third of interactions with e-commerce AI chatbots were related to product information such as product advice, product availability, or product details. Another 20 percent of analyzed interactions covered order and shipping, whereas four percent of them were conversations to arrange a product return. 

Recurring interactions with e-commerce AI chatbots in 2024, by type

CharacteristicShare of respondents
PRODUCT SPECIFICATIONS -
Product advice 8%
Product availability 7%
Product details 6%
Product issue 6%
Pricing 5%
ORDER AND SHIPPING -
Order status 7%
Delivery time policy 2%
Order support 2%
Shipping destinations 2%
Delivery issue 1%
Shipping policy 1%
Showing entries 1 to 13 (17 entries in total)
Created with Highcharts 7.2.2Share of respondents8%8%7%7%6%6%6%6%5%5%7%7%2%2%2%2%2%2%1%1%1%1%1%1%1%1%1%1%4%4%PRODUCT SPECIFICATIONSProduct adviceProduct availabilityProduct detailsProduct issuePricingORDER AND SHIPPINGOrder statusDelivery time policyOrder supportShipping destinationsDelivery issueShipping policyOrder changeShipping info changeOrder cancelationReturn and exchange policies
0%0.5%1%1.5%2%2.5%3%3.5%4%4.5%5%5.5%6%6.5%7%7.5%8%8.5%9%

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Source

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Release date

October 2024

Region

Worldwide

Survey time period

2024

Number of respondents

1,015 respondents

Special properties

interactions with Lyro chatbot

Supplementary notes

Survey carried out on Amazon’s Mechanical Turk.

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