What Online Customers Want… in 2025?

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.

How We Got Here: The Digital Surge Since 2020

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.

From Gimmick to Game-Changer

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.

Who’s Talking to AI Assistants?

Let’s take a closer look at who’s using these tools.

🧑‍💻 Younger Generations

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.

🧒 Teens Are Catching Up

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.

👵 Older Adults Too

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.

Where AI Tools Are Making the Biggest Difference

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:

🛍️ E-Commerce & Online Retail

• Chat assistants help users find products, compare options, check stock, and track orders—all without waiting for a human rep.
• Personalized recommendations based on browsing habits are becoming the norm.

🏦 Financial Services

• AI assistants make it easy to manage accounts, get balance updates, or flag suspicious activity.
• Some tools even offer smart budgeting tips and financial advice.

🏥 Healthcare

• Booking appointments, checking symptoms, and managing prescriptions have all become easier thanks to conversational tools.
• These bots can now guide patients through complex healthcare systems without adding to the stress.

✈️ Travel & Hospitality

• Whether it’s booking a trip or getting real-time flight updates, AI chat tools are making travel planning smoother.
• Bonus: They can also recommend cool things to do based on your preferences and past bookings.

🎓 Education

• Students can get help with assignments, clarify difficult topics, and stay organized with reminders and study plans.
• Schools and universities also use chat assistants to answer common questions about enrollment, schedules, or fees.

What Do Users Expect in 2025?

Let me say this clearly: expectations have never been higher.

People now want:

• Instant support – Waiting more than a few seconds? That’s often a dealbreaker.
• Always-on availability – Users expect help at any hour, from any time zone.
• Personal attention – A great AI assistant remembers you, your past interactions, and speaks your language.
• Seamless interactions – Nobody wants to repeat themselves across forms, emails, and chat boxes.

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.

What Happens to Businesses That Don’t Keep Up?

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.

Looking Forward: What’s Next for AI Conversations?

There’s so much more on the horizon—and I’m genuinely excited about it.

• Voice-enabled bots – Imagine just talking to your website the way you would to a smart speaker at home.
• Emotion-aware AI – Bots that can “read the room” and respond in ways that feel more human and kind.
• Smarter, proactive help – AI that notices you’re stuck on a page and offers to help before you even click.
• Stronger data protections – As we rely more on AI, it’s crucial that our data is handled safely and transparently.

Final Thoughts from Me to You

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.