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Chatbot, virtual assistant and intelligent assistant use in the Netherlands in 2018

This statistic shows the results of a survey question on whether or not companies in the Netherlands used chatbots, virtual assistants or intelligent assistants for their digital customer service in 2018. Most of the respondents indicated they used neither of these AI-driven technologies. 19 percent of respondents who spent more than 11 FTE on digital customers support did mention they use a chatbot.

According to a 2017 survey, many 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.

Which kind(s) of AI does your organization use in digital customer service?*

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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: "Welke vorm(en) van KI zet je organisatie in bij digitaal klantcontact?" (in English: Which kind(s) of AI does your organization use in digital customer service?")

The source does not provide any information regarding percentage points exceeding 100 percent.

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