U.S. consumer expectations of chat/virtual assistant purchase & service use 2016

This statistic indicates the expectations of American consumers of using virtual assistants or messaging platforms to conduct purchases or obtain customer service in the next year, as of 2016. At that time, 36 percent of respondents believed they would be making purchases via a messaging platform, such as Facebook Messenger, within a year.

Consumer likelihood of purchasing or contacting customer service via virtual assistant or messaging platform, as of 2016

...any type of virtual assistant (like Amazon's Alexa or Apple's Siri)...any type of messaging platform (like FB Messenger)
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Release date

October 2016


United States

Survey time period


Number of respondents

1,000 respondents

Age group

18-65 years

Method of interview

Online survey

Supplementary notes

The original question was phrased by the source as follows: "In the next year do you think you will be doing either of the following.."

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Statistics on "Social commerce"

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