Report2020 Consumer Preferences: How they view Conversational Commerce and AI

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

consumer preferences 2020 survey cover
2020 Consumer Preference: messaging is global

Global interest in messaging with brands is an all-time high

Majority of all ages prefer to message with brands

Consumers of all ages report increased interest in messaging with brands

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Conversational AI use cases are expanding from customer care into marketing and sales

Consumers are more likely to do business and spend more if a brand offers messaging vs. phone calls.

71% of consumers are more likely to do business with a company that allows them to message rather than call.

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% of consumers are more likely to spend more with a brand that offers messaging instead of phone calls

The vast majority also report a higher likelihood of spending more with a brand that offers messaging instead of phone calls.

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