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Consumers say the primary benefit of chatbots used by brands for customer service is their 24-hour availability, according to recent research from Drift, SurveyMonkey Audience, Salesforce, and mycleve.

The report was based on data from a survey conducted in 2017 among 1,051 adults age 18-64 living in the United States.

Some 15% of respondents say they have used a brand chatbot.

Nearly two-thirds (64%) of consumers say they would value an effective brand chatbot—a computer program that simulates conversation with human users—for its 24-hour availability.

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ABOUT THE AUTHOR
image of Ayaz Nanji

Ayaz Nanji is a digital strategist and a co-founder of ICW Media, a marketing agency specializing in content and social media services for tech firms. He is also a research writer for MarketingProfs. He has worked for Google/YouTube, the Travel Channel, AOL, and the New York Times.

LinkedIn: Ayaz Nanji

Twitter: @ayaznanji