U.S. Consumers Use of Voice-Activated Virtual Assistants in Shopping

Proof Point

Researching products before purchase top use-case of voice-activated virtual assistants in 2018, according to U.S. consumers surveyed by Narvar

U.S. Consumers Use of Voice-Activated Virtual Assistants in Shopping

2018 (percentage)

Note: Data from Narvar’s study of 1,543 U.S. shoppers last April 2018

Proof Point Findings

  • Voice-Activated Virtual Assistants – Artificial intelligence application that uses voice recognition, natural language processing, and speech synthesis to converse with users and assist in completing tasks through Internet
  • Shopping Research – Majority of respondents surveyed by Narvar used AI voice assistants to research products in 2018
  • Listing and Tracking – Around one-third of participants used voice assistants to add in their shopping list (36%) and track package (30%)
  • Virtual Purchases – Only one in five U.S. consumers were comfortable enough to make purchases through voice-activated virtual assistants
  • Enabling Better Customer Experience – Study stresses that retailers can leverage chatbot technology to provide better human customer care, which includes product feedbacks, operation hours, order status and stock information
  • Key Growth Drivers – Include increasing adoption of voice-activated virtual assistants, improving network connectivity, growing consumer demand for more convenient and real-time customer service, and rapidly changing shopping behavior



Wholesale and Retail Trade


Date Last Updated

March 5, 2019

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