Customer Service

Most US consumers see value in chatbots

Photo: Adobe Stock

October 19, 2023

A good number of U.S. consumers, 74%, are interested in getting more accurate product data thanks to generative AI as 50% view product detail gathering as a struggle.

Those are findings from an iAdvize study, conducted in partnership with Iposos, that also revealed 50% of American shoppers don't complete a purchase due to unclear or missing product data.

The study also reported 54% prefer messaging to interact with e-commerce customer service representative, and four out of five see benefits of chat bots.

"Most consumers can relate to the frustration of finding product information on the internet. Why does it have to be so complicated?" Mike de la Cruz, president of iAdvize, said in the release. "Here's the good news: e-commerce companies are using generative AI to simplify online shopping. With this technology, buying feels as easy as having a chat. Shoppers can make decisions more quickly and confidently."