Chatbots do not inspire confidence among Dutch consumers. Roughly half do not trust chatbots and roughly a third prefer not to do business with companies that communicate via chatbots. This is evident from a Trustpilot poll of 1900 consumers. The number of people who value chatbots more than human service is negligible at 4 percent.

Consumers are also convinced that chatbots will not be able to replace human employees. Lack of human features and intelligence are considered important causes. Most consumers speak from experience: only six percent indicate that they have never had to deal with a chatbot. A quarter of the respondents indicate that they usually complete a dialogue with a chatbot quickly. About 40 percent indicate that chatbots are usually unable to provide the right answers. The majority of those surveyed are therefore dissatisfied with chatbots. Only 15 percent are. The reason for this is providing a good answer or the ability to quickly refer to an employee. [Trust Pilot]

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