Singapore consumers find chatbots most useful in buying travel & hotel services online 

Bhawna SinghPublic Relations Lead, APAC & MENA
April 26, 2023, 4:55 AM GMT+0

With the AI market on track to reach the USD 500 billion mark by 2024, it is no surprise that AI and ML (machine learning) continue to become an integral part of business systems worldwide.

A YouGov survey conducted across 18 international markets finds that chatbots are proving to be a valuable resource for customers seeking assistance while shopping online for various products and services, but three in ten global consumers do not consider them useful in this regard.

From the various listed options, chatbots appear to be most useful in online shopping for mobiles and electronics, with one in six consumers across the globe saying this (16% each).

In Singapore, the top spot where consumers think using a customer service chatbot can be useful is occupied by air travel and hotel services (18%). This is closely followed by electronics, mobiles, and utilities (17% each).

Young adults between 18 and 24 years are more likely than others to find chatbots useful in online shopping for each of the mentioned categories. However, the top areas for them in this regard are electronics (33%) and travel & hotel services (29%).

While only 14% of global consumers think chatbots are helpful in buying utilities online (gas, electricity, etc), this number increases to 17% among Singapore residents. Similarly, buying financial products (16% SG consumers vs 12% global consumers) and groceries (15% vs 12%) online via chatbots is more useful to Singapore adults than global consumers.

One in seven consumers in Singapore think chatbot assistance is useful in buying clothes (14%), streaming subscriptions (14%), and take-out food (14%) online. An equal but lesser proportion of consumers believe in its usefulness when shopping online for out-of-home entertainment services (10%) and cosmetics (10%).

Comparatively, the areas where consumers think chatbots are least helpful are when buying furniture (9%), video games (9%), or cars/ vehicles online (8%).

Methodology: YouGov Surveys: Serviced provide quick survey results from nationally representative or targeted audiences in multiple markets. The data is based on surveys of adults aged 18+ years in 18 markets with sample sizes varying between 431 and 1,572 for each market. Singapore data is based on a nationally representative sample of 18+ adults with a sample size of 1069 respondents. All surveys were conducted online in December 2022. Learn more about YouGov Surveys: Serviced.