What's A Chatbot? Most Americans Don't Know


More than one in three Americans (37%) are willing to make a purchase through a chatbot, spending an average of $55.80 per purchase, according to a new report from Publicis Groupe’s DigitasLBi. A chatbot is defined as computer software that can interact conversationally via text messages to solve simple, quick response requests from consumers for product information and to make online purchases.

While only one in five Americans (22%) have heard of chatbots, men are nearly twice as likely to have heard of them (29% vs. 16%).

But many consumers seem willing to interact with chatbots if they benefit from the exchange. Nearly six in 10 (59%) have or would be willing to communicate with chatbots to either receive offers and coupons, receive recommendations or advice (37%), and/or conduct online banking (14%). Nearly half of Millennials are open to recommendations from chatbots.

It's critical to make a good first impression. Nearly three-quarters of Americans (73%) reveal that they would likely not use a company’s chatbot again after having a bad experience with it. They also realize that they are not real people. Six in 10 who say they have interacted with a chatbot said they knew they were communicating with one because of the robotic and artificial nature of the responses.

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