Customer Service & Sales
Do consumers trust AI chatbots?
Short Answer
96% of consumers think companies using chatbots take good care of their customers, and 64% trust information provided by chatbots directly (Tidio, 2025).
Key Facts
- 96% — of consumers think companies using chatbots take good care of their customers (Tidio, 2025).
- 64% — of consumers trust information provided by chatbots (Tidio, 2025).
- 82% — of consumers would talk to a chatbot rather than wait for a human representative (Tidio, 2025).
of consumers think companies using chatbots take good care of their customers
Having a chatbot is now seen as a positive signal of customer care and digital maturity.
Do consumers prefer chatbots or humans?
Speed trumps preference. 82% of consumers would talk to a chatbot rather than wait for a human representative, and 54% don't care how they interact with a company as long as their problems are fixed fast. 34% prefer AI agents over humans specifically to avoid repeating themselves across departments.
Do chatbots influence buying decisions?
Yes — substantially. 60% of consumers say chatbots have influenced their purchasing decisions, and roughly one-third would rather purchase a product through AI agents than with a human salesperson. The shift is most pronounced in digital-native categories (SaaS, fintech, e-commerce).
Where does chatbot trust break down?
Complex, emotional, or high-stakes situations (insurance claims, medical triage, bereavement calls, legal disputes). Trust is high for transactional queries and low for resolution of regulated or emotionally loaded issues — which is why hybrid AI + human models dominate enterprise deployment.
Supporting Data
of consumers trust information provided by chatbots
Tidio, 2025
of consumers would talk to a chatbot rather than wait for a human representative
Tidio, 2025
of consumers say chatbots influence their purchasing decisions
Tidio, 2025
of consumers don't care how they interact with a company as long as their problems are fixed fast
Salesforce, 2024
Recommended Citation
AI Statistics Center, citing Tidio (2025). https://aistatisticscenter.com/answers/do-consumers-trust-ai-chatbots
Free to quote with attribution. Linking back to the answer page helps readers verify the data and keeps this resource free.