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Customer preference for online service between person and chatbot 2017

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



Survey time period


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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Statistics on "Virtual assistants in the U.S."

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