Share of U.S. Consumers Who Previously Interacted with AI Assistants

Proof Point

Share of U.S. consumers who have interacted with AI customer service assistants increased between 2016 and 2018, as reported by Aspect Software

Share of U.S. Consumers Who Previously Interacted with AI Assistants

2016 – 2018 (percentage)

Note: Data from 2018 Aspect Consumer Experience survey of 1,000 U.S. respondents aged 18-65

Proof Point Findings

  • AI Assistant – Artificial intelligence (AI) technology that enables users to gain information and perform customer service tasks without speaking to live customer service representative, such as chatbots and virtual assistants
  • AI Assistant Interaction – 56% of U.S. consumers surveyed by Aspect software have used AI assistants in 2018, an increase from 40% in 2016
  • Digital Consumers – As consumers become more tech-savvy, they increasingly believe that AI assistance will give them faster and more accurate resolution than other methods, though they also require ability to transfer with live agent if needed
  • Key Growth Drivers – Include significant improvements in accuracy and quality of interaction with virtual assistants, proliferation of chatbots in messaging apps, and increasing consumer preference to complete transactions using non-traditional channels


Market Disruption




Date Last Updated

February 20, 2019

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