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
Original question: "In which situations would you be comfortable with a company using AI to give you better customer service?"
Multiple responses were possible.
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Pega. (April 13, 2017). Acceptance of artificial intelligence chatbots by customers worldwide, as of 2017, by service [Graph]. In Statista. Retrieved February 09, 2025, from https://www.statista.com/statistics/717098/worldwide-customer-chatbot-acceptance-by-industry/?__sso_cookie_checker=failed
Pega. "Acceptance of artificial intelligence chatbots by customers worldwide, as of 2017, by service." Chart. April 13, 2017. Statista. Accessed February 09, 2025. https://www.statista.com/statistics/717098/worldwide-customer-chatbot-acceptance-by-industry/?__sso_cookie_checker=failed
Pega. (2017). Acceptance of artificial intelligence chatbots by customers worldwide, as of 2017, by service. Statista. Statista Inc.. Accessed: February 09, 2025. https://www.statista.com/statistics/717098/worldwide-customer-chatbot-acceptance-by-industry/?__sso_cookie_checker=failed
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/?__sso_cookie_checker=failed
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/?__sso_cookie_checker=failed (last visited February 09, 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/?__sso_cookie_checker=failed
