Key stat: Nearly half (47.1%) of US digital shoppers haven't used a retail AI chatbot and aren't interested in trying one, according to an August survey from Bizrate Insights and EMARKETER.

Beyond the chart:

• Disinterest is growing, not fading. An earlier wave of the same survey found that 38.2% of US digital shoppers had no interest in retail AI chatbots and 12.3% used one regularly, so both numbers have moved in the wrong direction.
• Meanwhile, trust is fragile. More than a quarter of consumers would stop using AI shopping assistants entirely after a single mistake, like a wrong item, address, or payment method, according to Synchrony.

Use this chart: Drop this chart into any AI roadmap review where chatbot rollout is outpacing shopper demand. Pair it with the Synchrony finding to show why one mistake can cost you a user. Then point to the 22.2% who are curious but haven't tried one as your realistic near-term target.

Related EMARKETER reports:

• The Future of Digital 2027 (EMARKETER subscription required)
• 10 Charts That Define Digital Markets in Q4 and Beyond (EMARKETER subscription required)

Methodology: Data is from the September 2026 Bizrate Insights and EMARKETER Survey "Ecommerce Shopping Behaviors," conducted by Bizrate Insights. 999 US adults ages 18-65 were surveyed online during August 3-18, 2026. Respondents identified as female (49.9%) and male (50.1%) and were ages 18-34 (33.1%), 35-54 (33.3%), and 55-65 (33.5%). Data has a margin of error of +/-3 percentage points at the 95% confidence interval. Respondents were members of Bizrate Rewards, the Bizrate Consumer Panel operated by Bizrate Insights, which is comprised of over 2 million panelists who provide feedback based on their experiences and opinions. The Bizrate Rewards panel is comprised of a broad demographic profile which represents a sampling of all ages, education levels, genders, and incomes. At the time of joining the panel, each panelist stated they had shopped online. In exchange for providing feedback, panelists have the opportunity to earn points, which can be exchanged for electronic gift cards. This survey, provided by Bizrate Insights on behalf of EMARKETER, provides a monthly consumer pulse of digital shopping behavior and intent.