Chatbots are marketers’ most popular use case for AI

Key stat: 38% of marketers worldwide cite chatbots as the most impactful AI use case for enhancing the digital experience, according to a September 2024 survey by Advanis and Sitecore.

Beyond the chart:

• 82% of marketing executives worldwide are either already using or planning to implement AI-powered chatbots for customer interactions within the next 6 to 12 months, according to a July 2024 SAS survey conducted by Coleman Parkes Research.
• AI-powered chatbots are popular for customer service due to their high impact and relatively easy implementation, per EMARKETER analysis. However, while marketers view chatbots as valuable, 45% of US consumers see them unfavorably, according to a July 2024 CivicScience survey.

Use this chart: Marketers can use this chart to identify which AI use cases to prioritize and highlight how AI-powered chatbots are a key tool for enhancing the digital experience.

Related EMARKETER reports:

• Generative AI for Ad Targeting (Subscription required)
• How CMOs Are Using AI to Transform Their Strategies (Subscription required)

Note: Respondents were asked, "Which of the following use-cases for AI would you find most impactful for your organization in the delivery of digital experiences?"

Methodology: Data is from the October 2024 Advanis and Sitecore report "DX Vision 24." 625 marketers worldwide were surveyed during July-September 2024. Respondents were located in Australia, the UK, and the US, and currently work in-house for companies with at least 100 employees.