ZALORA launches new AI chatbot: Do most shoppers enjoy the ease of 24/7 automated customer support?
July 4th, 2024, Samuel Tan

ZALORA launches new AI chatbot: Do most shoppers enjoy the ease of 24/7 automated customer support?

Fashion e-commerce platform ZALORA recently partnered with AI customer service agent builder Forethought to launch an AI-powered chatbot, which the company says is designed to provide personalised support to customers across multiple markets in Southeast and East Asia.

But how do current and potential customers of ZALORA in these markets feel about interacting with chatbots – and how does this compare with other prominent fashion retailers?

Latest data from YouGov Profiles reveals that over half (55%) of consumers in Indonesia say they “love the ease of using chatbots to get answers”. However, under two in five (37%) consumers in Singapore and only a third (33%) in Hong Kong feel the same.

However, consumers who are actively considering buying from ZALORA or have done so in the past three months are much more likely to enjoy interacting with chatbots – both compared to the average consumer in each of these markets, as well as current and potential customers of other major fashion retailers.

About two in three (67%) of ZALORA considerers and recent customers in Indonesia love the ease of interacting with chatbots, slightly more than those who are considering or have recently bought from Giordano (65%), Uniqlo (64%) and H&M (64%), followed by Zara (58%) and Cotton On (54%).

In Hong Kong, the difference is even more stark: while three quarters of ZALORA considerers and recent customers love using chatbots, less than half of consumers who are considering or recently bought with Cotton On (48%), Giordano (40%), Zara (33%), H&M (25%) and Uniqlo (22%).

In Singapore, more than two-fifths of consumers who are considering or recently bought with Zara (45%) and ZALORA (43%) say they love using chatbots – ahead of potential and current customers of H&M (39%), Cotton On (38%), Uniqlo (32%) and Giordano (28%).

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Methodology: YouGov Profiles is based on continuously collected data and rolling surveys, rather than from a single limited questionnaire. Profiles data for Singapore is nationally representative of all adults (18 years or older), weighted by age, gender, and ethnicity, and reflect the latest Singapore Department of Statistics (DOS) estimates. Learn more about Profiles.

Cover Photo by Vertigo3d