U.S. Consumers’ Expected Use Case for Chatbots

U.S. Consumers’ Expected Use Case for Chatbots
U.S. Consumers’ Expected Use Case for Chatbots

Proof Point

Getting quick answer during emergency situations emerged in 2018 Salesforce survey as top expected chatbot use-case for U.S. consumers

U.S. Consumers’ Expected Use Case for Chatbots

2018 (percentage)

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

Proof Point Findings

  • Chatbots – Artificial intelligence-enabled computer program designed to simulate interactions with human users over the Internet, providing support services and engaging in conversations
  • Emergency Situations – 37% of respondents in 2018 Salesforce report expect to use chatbots for getting quick answers in emergencies, followed by resolving complaint (35%) and getting detailed answers or explanations to concerns and issues (35%)
  • Human Interaction – 34% of adults responded to using chatbots to still find human customer service assistant for business transactions and queries
  • Key Growth Drivers – Include exponentially advancing artificial intelligence-enabled solutions and services, increasing adoption of chatbots for business processes, and proliferation of third-party chatbot solutions providers


Market Disruption

Business Model and Practices

Business Model
and Practices




Date Last Updated

November 12, 2018

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