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Industry chatbot engagement among consumers in the U.S. 2019

Around 40 percent of U.S.-based consumers state that they have used chatbots to engage with the retail industry. Whether used as tools during the shopping process or as stand-in customer service representatives, chatbots have begun to play an important role in the retail industry. As more and more of the industry moves onto online platforms, chatbots allow for high scalability and assist retailers in collecting info and strengthening user experience.

Share of consumers who have used chatbots to engage with companies in the United States as of 2019, by industry*

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Release date

July 2019


United States

Survey time period


Number of respondents


Special properties

Internet users

Supplementary notes

*The original question was phrased as "What types of organizations have you used chatbots to engage with in the past 12 months?"

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