Dydu, the French leader in conversational AI platforms (chatbot, callbot, voicebot) for over 15 years, unveils an infographic on the impact of chatbots on e-commerce. With more than 2.35 billion transactions carried out on the internet in 2023 (+4.9% compared with 2022), the e-commerce sector is playing a growing role in the French economy. Improving the online customer experience has become a priority for businesses in the face of ever-increasing competition. The adoption of AI and conversational robots on e-commerce platforms promises to transform the sector, redefining the standards of customer satisfaction, personalisation and decision support. By 2025, AI is expected to account for 95% of customer interactions.
92% of e-buyers choose online shopping to save time
In 2023, the French e-commerce market reached €160 billion, recording growth of 10.5%, outstripping that of Europe (8%) and the United States (9%). This performance is largely attributable to a significant increase in the number of online transactions, reinforcing France’s position as Europe’s e-commerce leader. With 42 million French people making their purchases on the Internet, online shopping has become a way of life in the home, where each person spends an average of 4055 euros a year. This popularity can be explained by the speed and efficiency of this method of purchasing: 92% of e-shoppers consider online shopping to be an effective way of saving time.
62% of consumers are ready to use AI to improve their online experience
Improving the customer experience has become a priority for both businesses and their customers. 90% of consumers turn to competitors after a bad experience, and 40% say they are prepared to spend more when the service is personalised and tailored to their specific needs. By simplifying and streamlining interactions and purchasing paths, Artificial Intelligence meets these expectations in terms of tailored assistance (product recommendations, payment solutions, management of returns and refunds, etc.). 62% of consumers are prepared to use artificial intelligence to enhance their shopping experience.
Chatbots, or virtual assistants powered by AI, are increasingly being deployed on e-commerce sites to support the various phases of the sales cycle: pre-sales, the purchasing process and after-sales service. Today, 31% of consumers use chatbots to place orders or update deliveries, while 28% use them to manage returns or exchanges. Thanks to their 24/7 availability, their ability to optimise the purchasing process and help customers make choices, and their capacity to respond instantly, bots are improving customer satisfaction rates by up to 24%.
AI and chatbots: the new shopping companions
45% of customers want their queries to be dealt with immediately and resolved as soon as they make their first request. With the multiplication of communication channels, brands are over-subscribed and often lack the resources to effectively manage the flow of incoming contacts generated by online purchases. To remain competitive in Europe, e-commerce players need to strengthen their operational capabilities by integrating innovative technological solutions, enhancing the user experience and optimising their payment systems. Chatbots, which are capable of automating responses and managing queries in real time, make it possible to support users throughout their purchasing journey, and reduce response times by 25-30% for simple requests. This efficiency helps to reduce the time taken to complete an online purchase by 50%, boosting customer satisfaction and retention rates.
By offering fast, simplified and personalised interactions, the integration of chatbots is part of a self-care approach that meets customers‘ expectations, enabling them to navigate autonomously, while reducing companies’ operational costs. In this way, they can save up to 2.5 billion man-hours a year in customer support services, and help deliver the tailored experience so eagerly awaited by consumers.
Key figures :
- E-commerce sector: €160 billion turnover in 2023 in France + 10.5% compared with 2022
- 92% of e-shoppers see online shopping as a way of saving time
- 62% of consumers are ready to use AI to improve their experience
- 31% of consumers like to use chatbots to place orders or update their deliveries, 28% for returns or exchanges
- Chatbots can save businesses up to 2.5 billion customer support hours a year
