Let us try to answer this question today and survey something that’s been unfolding right before our eyes—how people behave on websites these days when they’re looking for information, especially since 2020. If you’ve been paying attention, you’ve likely noticed how much more comfortable we’ve all become living online.
We’re not just casually browsing anymore—we’re ordering, booking, asking questions, and expecting results right away. In short, the way we use websites has changed… and so have our expectations.
Let’s explore together what this shift has looked like, and how AI-powered chat tools are now at the heart of creating better online experiences.
The global pandemic was a turning point. Practically overnight, digital tools became essential in our daily lives. Online shopping, virtual consultations, remote work, and video chats weren’t just convenient—they were survival tools. And once we got used to this lifestyle? There was no going back.
It wasn’t just about adapting—it was about realizing how efficient and comfortable digital experiences could be. We got hooked on the speed, the flexibility, and the control.
But with all this came a new expectation: when we go to a website, we want answers. Quickly. Without hassle.
And this is where conversational AI stepped into the spotlight.
In the early days, having a chatbot on your website was kind of a fun extra. Maybe it could answer a few FAQs, maybe not.
But now, it’s serious business. Companies everywhere are making AI chat tools a core part of their digital strategy. And the numbers back that up: the chat assistant industry is projected to triple in size from $7 billion in 2024 to more than $20 billion by 2029. That’s not a trend—it’s a transformation.
What I’ve personally noticed is that users now expect a site to have an AI assistant. They don’t just like it—they depend on it. If they land on a site and there’s no one (or no bot) to talk to immediately, many will simply leave and look elsewhere. That’s the new reality.
Let’s take a closer look at who’s using these tools.
Unsurprisingly, the most active users of AI chat tools are people aged 18 to 34. They make up more than half of ChatGPT’s audience. This group is digital-native, confident, and quick to embrace new technology—especially when it makes life easier.
Even younger users are jumping in. In 2024, about 26% of American teens aged 13 to 17 were already using AI like ChatGPT to help with school. That’s twice as many as the year before. Clearly, this generation sees AI as a normal, useful part of their everyday tools.
What surprised me—in a good way—is how older users are gradually adopting conversational AI. About 5% of ChatGPT users are over 65. And as more platforms become user-friendly, I expect this group to grow.
In my work, I’ve seen how different industries are using AI to elevate the user experience. Here are some of the most exciting examples:
Let me say this clearly: expectations have never been higher.
People now want:
And here’s the kicker: if users don’t find what they need right away, they’ll leave. They’ll go find another website—one with a smart, helpful assistant who’s ready to talk.
This is something I feel very passionate about. Businesses that ignore conversational AI risk falling behind—not because AI is trendy, but because it’s now essential.
I’ve seen this time and again: websites without chat assistants lose potential customers. Visitors feel frustrated, lost, or ignored—and once they leave, it’s hard to get them back.
AI assistants can’t replace human care, but they complement it beautifully. They handle the simple stuff instantly, so your human team can focus on the real, complex, valuable conversations.
There’s so much more on the horizon—and I’m genuinely excited about it.
Since 2020, we’ve become digital-first humans. We’re used to doing everything online—and doing it fast. That means the websites we use have to step up, not just in design, but in how they talk to us.
Conversational AI isn’t just a nice feature—it’s the new gateway to building trust, solving problems, and keeping people around.
If you manage a website, or plan to, ask yourself: Can your visitors get help within seconds? Can they feel heard, even before they’ve typed a word?
If not, it might be time to bring in a chat assistant. Not just because it’s the future, but because it’s what people want—today.