U.S. shoppers using chatbots and ChatGPT 2023

Published by Daniela Coppola, Apr 23, 2024

A survey carried out in the United States in 2023 showed that ChatGPT performed better than any other retail chatbots. 67 percent of shoppers stated ChatGPT understood their query, while retail chatbots could do the same only in 25 percent of cases. Nearly half of respondents using customer support on e-commerce sites had to reword or simplify their query to be understood. With ChatGPT, the figure was less than 20 percent.

Shopping experience with retail chatbots and ChatGPT in the United States in 2023

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Release date

April 2023

Region

United States

Survey time period

2023

Number of respondents

1,428 respondents

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Market overview

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Business adoption

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Shopping experience

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Spotlight: chatbots

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