Customer preference for online service between person and chatbot 2017

Published by
Ahmed Sherif,
Jul 7, 2023
This statistic shows the preferences of customers who interact with customer services online, between a chatbot or virtual assistant and a live customer service representative, as of 2017. At the time of the survey, 80 percent of customers indicated they would prefer to interact with a real person rather than an intelligent robot or chatbot.

Customer preferences for online chat service between live person or a virtual chatbot, as of 2017

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Release date

April 2017

Region

Worldwide

Survey time period

2017

Number of respondents

6,000 respondents

Age group

18 years and older

Supplementary notes

Original question: "When you use online chat for customer service, which do you typically prefer to chat with?"

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