Have you ever noticed that little chat bubble popping up when you’re browsing an online store? That friendly assistant offering help 24/7? Have you ever clicked on it?–Yep, that’s an AI chat assistant, and it’s changing the way people shop online across the globe. But have you ever wondered who is actually using these bots—and why?
Let’s dive into how different age groups interact with AI chat assistants, what makes them tick (or glitch), and where we’re headed by 2026.
In the U.S. and Canada, younger shoppers are all-in on AI chat assistants. About 24% of online shoppers here are using chat assistants regularly, and that number is largely made up of Millennials and Gen Z. Why? These folks grew up with instant messaging and smartphone notifications—it just makes sense.
Older shoppers (think Boomers and Gen X) are a bit more cautious. They often prefer human interaction, but that’s slowly changing as bots get better at mimicking real conversations.
Europeans—especially in countries like the UK, Germany, and the Nordics—are also hopping on the AI train. Young adults are the most active users, valuing the quick, no-fuss interactions chat assistants offer. In true European fashion, it’s all about efficiency.
Across Asia, from Japan to India, shoppers are embracing AI assistants at an impressive pace. Younger demographics are particularly enthusiastic, using bots to check product specs, compare prices, and get customer support. However, concerns about security and accuracy are a bit higher among older users.
In Arabic-speaking countries, digital adoption is on the rise, and so is the use of AI chat assistants. While age-specific data is limited, there’s a growing comfort with using AI across demographics. As regional eCommerce booms, so too does the trust in digital tools.
Think these AI chats go on forever? Nope. The average interaction with an AI assistant lasts just five to ten messages. That’s enough time to check return policies, ask about sizing, or find out when an item will ship.
It’s fast, to the point, and efficient. And for time-starved shoppers, that’s a big win.
Short answer: Yes.
Longer answer: Sites that include AI chat assistants see a noticeable boost in customer engagement. According to recent data, AI chat assistants resolve over 70% of customer inquiries right out of the gate. That leads to a 20–30% bump in Customer Satisfaction Scores (CSAT) and cuts response times almost in half.
Imagine asking a question about shipping and getting an instant answer instead of waiting 24 hours for an email response. That’s the kind of instant gratification modern shoppers crave.
Despite all the perks, not everyone is on board just yet. Here are the top reasons shoppers hesitate to chat with a bot:
So while AI assistants are great, they’ve got some hurdles to clear, especially when it comes to trust and emotional intelligence.
So where is this all heading? Good question.
By the end of 2025 and into 2026, AI assistants are expected to become even more common—and a whole lot smarter. Here’s what we can expect:
Expect AI assistants to become your digital shopping buddy—ready to help, recommend, and maybe even upsell.
Whether you’re a Gen Z sneakerhead chatting with a bot about the latest drop, or a Gen X parent asking about return policies, AI chat assistants are here to stay. They’re fast, helpful, and getting better by the minute.
The key for businesses? Know your audience, respect their concerns, and make sure your bot is as smart as your products. The future of shopping isn’t just mobile—it’s conversational.