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70% of Americans Use Chatbots Often When Shopping Online

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The public is ready for retail to embrace the use of chatbots on a wider scale: 70% of Americans use chatbots often, or on every visit, when shopping online. The most common use case is customer service (70%), followed by finding products (53%) and finding content or product info (48%).

However, retailers need to make sure they’re setting up chatbots to meet their customers’ demands. For instance, most aren’t designed to be used for product or content discovery, which can leave shoppers struggling — and one in four shoppers will leave a site if the chatbot doesn’t provide the answers they need.

Learn more about how chatbots are being used in this infographic from Lucidworks.

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