July 9, 2018

Internet Users Worldwide Who Prefer Artificial Intelligence vs. Human Interaction When Making Select Purchase Types, May 2018 (% of respondents)


This chart shows internet users' preference of interacting with a human or artificial intelligence (AI) during purchases that are of high-consideration (high cost and/or emotional investment) vs. low-consideration (low cost and/or emotional investment).


Data is from the July 2018 Capgemini report titled "The Secret to Winning Customers' Hearts with Artificial Intelligence." The report was produced by Capgemini's Digital Transformation Institute. 10,000 internet users ages 18+ were surveyed online during May 2018 in Australia, France, Germany, India, Italy, Netherlands, Spain, Sweden, the UK and the US. Executives at 528 companies with revenues of at least $1 billion were surveyed in those same countries. In addition, focus groups of 8-10 respondents were conducted in France, Germany and the US. The research also included interviews with key industry stakeholders and academics.