In 2024, ** percent of consumers familiar with generative AI in online shopping used chatbots to answer queries. Other popular uses of generative AI in e-commerce included tailored loyalty programs, automated summaries of product reviews, and user-generated social media posts.
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Capgemini. (January 8, 2025). Consumer preference for generative artificial intelligence (Gen AI) tools in e-commerce in 2024 [Graph]. In ÌÇÐÄÆƽâ°æ. Retrieved July 14, 2026, from /statistics/1460430/gen-ai-tools-consumer-preference-online-shopping/
Capgemini. "Consumer preference for generative artificial intelligence (Gen AI) tools in e-commerce in 2024." Chart. January 8, 2025. ÌÇÐÄÆƽâ°æ. Accessed July 14, 2026. /statistics/1460430/gen-ai-tools-consumer-preference-online-shopping/
Capgemini. (2025). Consumer preference for generative artificial intelligence (Gen AI) tools in e-commerce in 2024. ÌÇÐÄÆƽâ°æ. ÌÇÐÄÆƽâ°æ Inc.. Accessed: July 14, 2026. /statistics/1460430/gen-ai-tools-consumer-preference-online-shopping/
Capgemini. "Consumer Preference for Generative Artificial Intelligence (Gen Ai) Tools in E-commerce in 2024." ÌÇÐÄÆƽâ°æ, ÌÇÐÄÆƽâ°æ Inc., 8 Jan 2025, /statistics/1460430/gen-ai-tools-consumer-preference-online-shopping/
Capgemini, Consumer preference for generative artificial intelligence (Gen AI) tools in e-commerce in 2024 ÌÇÐÄÆƽâ°æ, /statistics/1460430/gen-ai-tools-consumer-preference-online-shopping/ (last visited July 14, 2026)
Consumer preference for generative artificial intelligence (Gen AI) tools in e-commerce in 2024 [Graph], Capgemini, January 8, 2025. [Online]. Available: /statistics/1460430/gen-ai-tools-consumer-preference-online-shopping/
