Chatbot queries in e-commerce 2024| Statista

In 2024, a notable portion of consumers showed a preference for interacting with AI-powered chatbots when seeking support. Specifically, almost half of customers used them for scheduling appointments, around 47 percent for help to place orders, and 46 percent when reporting an issue or starting a return. Additionally, about 45 percent turned to chatbots for tech product support.

Share of consumers using chatbots when seeking support in 2024, by type of queries

Characteristic	Share of respondents
Buying guides, sizing and measurement, product suitability	41%
Delivery and returns options	41%
Searching for a product or service	42%
Package options and add-ons, product availability, and out-of-stock alternatives	44%
Tech product support for apps, website, passwords	45%
Reporting an issue with a purchase or starting a retun	46%
Help when placing an order	47%
Scheduling appointments	49%

0%5%10%15%20%25%30%35%40%45%50%55%

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Release date

February 2025

More information

Region

Worldwide

Survey time period

November and December 2024

Number of respondents

8,301 consumers

Age group

18 years and older

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