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.