This statistic shows the preferences of customers who interact with customer services online, between a chatbot or virtual assistant and a live customer service representative, as of 2017. At the time of the survey, ** percent of customers indicated they would prefer to interact with a real person rather than an intelligent robot or chatbot.
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Pega. (April 13, 2017). Customer preferences for online chat service between live person or a virtual chatbot, as of 2017 [Graph]. In ÀÖ²¥´«Ã½app×îа汾. Retrieved August 20, 2026, from /statistics/716864/worldwide-customer-preference-for-online-chat-interaction/
Pega. "Customer preferences for online chat service between live person or a virtual chatbot, as of 2017." Chart. April 13, 2017. ÀÖ²¥´«Ã½app×îа汾. Accessed August 20, 2026. /statistics/716864/worldwide-customer-preference-for-online-chat-interaction/
Pega. (2017). Customer preferences for online chat service between live person or a virtual chatbot, as of 2017. ÀÖ²¥´«Ã½app×îа汾. ÀÖ²¥´«Ã½app×îа汾 Inc.. Accessed: August 20, 2026. /statistics/716864/worldwide-customer-preference-for-online-chat-interaction/
Pega. "Customer Preferences for Online Chat Service between Live Person or a Virtual Chatbot, as of 2017." ÀÖ²¥´«Ã½app×îа汾, ÀÖ²¥´«Ã½app×îа汾 Inc., 13 Apr 2017, /statistics/716864/worldwide-customer-preference-for-online-chat-interaction/
Pega, Customer preferences for online chat service between live person or a virtual chatbot, as of 2017 ÀÖ²¥´«Ã½app×îа汾, /statistics/716864/worldwide-customer-preference-for-online-chat-interaction/ (last visited August 20, 2026)
Customer preferences for online chat service between live person or a virtual chatbot, as of 2017 [Graph], Pega, April 13, 2017. [Online]. Available: /statistics/716864/worldwide-customer-preference-for-online-chat-interaction/
