REPORT

How consumers view Conversational Commerce and AI in 2020

A global survey of 5,000+ consumers shows how this turbulent year has changed their attitudes and behaviors when it comes to messaging, AI, and chatbots.

Cover of the 2020 survey report on consumers and conversational commerce
Download report

<centered-block>Global interest in messaging with brands is an all-time high<centered-block>

global interest in messaging with brands graph

<centered-block>Consumers of all ages report increased interest in messaging with brands<centered-block>

over 75 percent of each age range is interested in messaging

<centered-block>Conversational AI use cases are expanding from customer care into marketing and sales<centered-block>

71 percent of consumers are more likely to do business with a company that allows them to message
The vast majority of consumers say they’d be more likely to do business with a company that allows them to message rather than call.

75 percent report they are more likely to spend more with a brand that offers messaging
The vast majority also report a higher likelihood of spending more with a brand that offers messaging instead of phone calls. Conversational AI is considered on par with human assistance in many cases.


<lead>Read more about consumers’ conversational preferences in the report you can download above.<lead>