Chatbot or no chatbot? The Trustpilot survey
Posted: Thu Jul 10, 2025 5:33 am
New research conducted by Trustpilot highlights how more than half of Italian consumers distrust chatbots , software designed to simulate a conversation with a human, which an increasing number of companies are using to provide additional support to their customers in line with ongoing digital transformation processes . Yet it seems that for now, chatbots cannot replace physical customer support ; in fact, their adoption can sometimes even be detrimental , given that a portion of that same sample says they are wary of making purchases from sites that exclusively use chatbots in their customer interactions.
Among the key findings, nearly three-quarters of Italian buy bulk sms service consumers don't believe chatbots can replace the human element of customer service. Conversely, only a small portion of respondents believe a chatbot can perform as well as a human.
More discouraging is the thought that chatbots will never be as intelligent as living beings and that they will always be devoid of the human factor .
In reality, the problem likely stems from the age-old fear that machines could replace human labor. Indeed, nearly half of those interviewed feel threatened by the idea that chatbots could completely replace physical customer service.
Among the key findings, nearly three-quarters of Italian buy bulk sms service consumers don't believe chatbots can replace the human element of customer service. Conversely, only a small portion of respondents believe a chatbot can perform as well as a human.
More discouraging is the thought that chatbots will never be as intelligent as living beings and that they will always be devoid of the human factor .
In reality, the problem likely stems from the age-old fear that machines could replace human labor. Indeed, nearly half of those interviewed feel threatened by the idea that chatbots could completely replace physical customer service.