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Digital customer service channels that use AI in the Netherlands in 2018

This statistic shows the results of a survey question on which digital customer service channels in the Netherlands use artificial intelligence in 2018. The respondents indicated that AI was used for their own app or website, but less on other channels. 41 percent of the respondents said, for example, they used AI on Live Chat.

According to a 2017 survey, most people in the Netherlands indicate they are fine with the use of a virtual assistant or chatbot in case of simple questions, but they prefer an actual person should questions become more difficult.

On which channels does the organization use Artificial Intelligence (AI)?*

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Release date

September 2018



Survey time period

May 16, 2018, to June 8, 2018

Number of respondents

342 respondents

Special properties

webcare teams of Dutch profit and non-profit organizations were approached through Twitter, LinkedIn, blogs and online fora to fill in a questionnaire. Additionally, there was a call-up in the Ustream newsletter and certain organizations were approached by telephone.

Method of interview

Telephone interviews and online survey

Supplementary notes

* This question was phrased by the source as follows: "Op welke kanalen zet de organisatie KI [Kunstmatige Intelligentie] in?" (in English: On which channels does the organization use AI (Artificial Intelligence)?")

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