U.S. consumer satisfaction with chatbot customer service 2016

This statistic indicates the level of satisfaction among U.S. consumers with chatbot and intelligent assistant-delivered customer service, as of 2016. At that time, average satisfaction among consumers with chatbots and intelligent assistants stood at 65 percent. Among those who did not believe they had ever interacted with a chatbot or intelligent assistant, the expected level of satisfaction with chatbot friendliness stood at 45 percent.

Consumer satisfaction with intelligent assistant and chatbot experiences in the United States, as of 2016

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Release date

October 2016


United States

Survey time period


Number of respondents

720 respondents

Age group

18-65 years

Special properties

Respondents who have interacted with a chatbot or automated assistant

Method of interview

Online survey

Supplementary notes

The original statement was phrased by the source as follows: "How would you rate your experiences with 'intelligent assistant' or 'chatbot' technology?"

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