U.S. Consumers’ Barriers for Using Chatbots

U.S. Consumers’ Barriers for Using Chatbots
U.S. Consumers’ Barriers for Using Chatbots

Proof Point

Salesforce study found preference to deal with real-life assistant as top barrier for use of chatbots among U.S. consumers in 2017

U.S. Consumers’ Barriers for Using Chatbots

2017 (percentage)

Note: Data from 2018 State of Chatbots Report of Drift, SurveyMonkey Audience, Salesforce and myclever, surveying 1,051 adults aged 18-64 in U.S. from October 30 to November 6, 2017

Proof Point Findings

  • Chatbots – Computer program using artificial intelligence designed to simulate conversation with human users over Internet
  • Human Assistant – 43% of respondents in Salesforce survey preferred to deal with real-life assistant than chatbots in 2017
  • Other Reasons – Consumers also worried about making mistake (30%) when using chatbots, as well as only being able to access it through Facebook (27%)
  • Key Growth Drivers – Include exponentially advancing computing power, proliferation of new learning algorithms, and increasing adoption of chatbots in businesses processes

Accelerator
Artificial Intelligence

Market Disruption
Seamless Multi-Channel Experiences

Sector
Cross-sector

Source

Date Last Updated
December 19, 2018

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