Preference for chatbots in mobile shopping by country 2022| ��ƽ��

Share of consumers considering chatbot customer service useful when shopping via mobile in 2022, by country

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Release date

February 2023

More information

Region

Worldwide

Survey time period

December 2022

Age group

18 years and older

Supplementary notes

Original question: 'Thinking about when you purchase things online, for which of the following products or services do you think using a customer service chatbot (an automated service which uses artificial intelligence to answer customer questions) can be useful?' (% of adults who selected 'mobile phones')

Survey carried out in 18 countries; sample sizes vary between 431 and 1,572 for each market.
Sample size is representative of the national population in each country except for Mexico, India, Indonesia, and Hong Kong.

Citation formats

According to a global 2022 survey, Indian consumers appreciated customer service via chatbots the most, with ** percent of them finding it useful when shopping on mobile devices. Respondents from the United Arab Emirates and Indonesia followed with ** percent each, while ** percent of Mexican shoppers had the same opinion. Scandinavian respondents showed the biggest skepticism regarding the use of this AI tool in mobile shopping, as only * percent of consumers in both Denmark and Sweden valued chatbots.

Chatbots drive conversational commerce

By simulating natural language, chatbots go under so-called conversational commerce, a shopping channel expected to generate increasing revenue in the upcoming years. All players, from marketplaces to online e-commerce brands, implemented chatbots to automate pre-and post-sale services. In Europe, one in five direct-to-consumer (D2C) e-commerce companies planned to invest in Artificial Intelligence (AI) and chatbots, a survey from 2022 revealed.

Messaging apps in conversational commerce

Even more than chatbots, established messaging apps such as WhatsApp or chat apps connected to social media are the main tools for conversational commerce. In Southeast Asia, ** percent of online consumers used Facebook for this type of shopping in 2022. Besides product recommendations, messaging apps are used for information on delivery as an alternative to email or SMS. In 2021, WhatsApp remained the* preferred channel for delivery notifications in Europe.