This statistic shows the preferences of customers who interact with different customer services online, between a chatbot or virtual assistant and a live customer service representative, as of 2017. At the time of the survey, 34 percent of respondents stated they would be comfortable receiving customer service from artificial intelligence in an online retail situation.
Acceptance of artificial intelligence chatbots by customers worldwide, as of 2017, by service
Adjust the presentation of the statistic and data points.
Share the statistic on social media channels or embed the statistic in your
website using "Embed Code", where available.
Cite this statistic and select one of the following formats: APA, Chicago, Harvard, MLA & Bluebook.
Print the statistic including description and metadata.
Chart type
Acceptance of artificial intelligence chatbots by customers worldwide, as of 2017, by service
Share this statistic
You have no right to use this feature.
Make sure to contact us if you are interested in scientific citation.
You can upgrade your account to enable this functionality for all statistics.
This feature is not available with your current account.Request access
Original question: "In which situations would you be comfortable with a company using AI to give you better customer service?"
Multiple responses were possible.
Learn more about how Statista can support your business.
Pega. (April 13, 2017). Acceptance of artificial intelligence chatbots by customers worldwide, as of 2017, by service [Graph]. In Statista. Retrieved February 18, 2025, from https://www.statista.com/statistics/717098/worldwide-customer-chatbot-acceptance-by-industry/
Pega. "Acceptance of artificial intelligence chatbots by customers worldwide, as of 2017, by service." Chart. April 13, 2017. Statista. Accessed February 18, 2025. https://www.statista.com/statistics/717098/worldwide-customer-chatbot-acceptance-by-industry/
Pega. (2017). Acceptance of artificial intelligence chatbots by customers worldwide, as of 2017, by service. Statista. Statista Inc.. Accessed: February 18, 2025. https://www.statista.com/statistics/717098/worldwide-customer-chatbot-acceptance-by-industry/
Pega. "Acceptance of Artificial Intelligence Chatbots by Customers Worldwide, as of 2017, by Service." Statista, Statista Inc., 13 Apr 2017, https://www.statista.com/statistics/717098/worldwide-customer-chatbot-acceptance-by-industry/
Pega, Acceptance of artificial intelligence chatbots by customers worldwide, as of 2017, by service Statista, https://www.statista.com/statistics/717098/worldwide-customer-chatbot-acceptance-by-industry/ (last visited February 18, 2025)
Acceptance of artificial intelligence chatbots by customers worldwide, as of 2017, by service [Graph], Pega, April 13, 2017. [Online]. Available: https://www.statista.com/statistics/717098/worldwide-customer-chatbot-acceptance-by-industry/
Profit from additional features with an Employee Account
Please create an employee account to be able to mark statistics as favorites.
Then you can access your favorite statistics via the star in the header.
Profit from the additional features of your individual account
Currently, you are using a shared account. To use individual functions (e.g., mark statistics as favourites, set
statistic alerts) please log in with your personal account.
If you are an admin, please authenticate by logging in again.