webcare teams of Dutch profit and non-profit organizations were approached through Twitter, LinkedIn, blogs and online fora to fill in a questionnaire. Additionally, there was a call-up in the Ustream newsletter and certain organizations were approached by telephone.
Method of interview
Telephone interviews and online survey
Supplementary notes
* This question was phrased by the source as follows: "Op welke kanalen zet de organisatie KI [Kunstmatige Intelligentie] in?" (in English: On which channels does the organization use AI (Artificial Intelligence)?")
Citation formats
Digital customer service channels that use AI in the Netherlands in 2018
This statistic shows the results of a survey question on which digital customer service channels in the Netherlands use artificial intelligence in 2018. The respondents indicated that AI was used for their own app or website, but less on other channels. ** percent of the respondents said, for example, they used AI on Live Chat.
According to a 2017 survey, most people in the Netherlands indicate they are fine with the use of a virtual assistant or chatbot in case of simple questions, but they prefer an actual person should questions become more difficult.
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Upstream. (September 17, 2018). On which channels does the organization use Artificial Intelligence (AI)?* [Graph]. In ÌÇÐÄÆƽâ°æ. Retrieved July 27, 2026, from /statistics/915120/digital-customer-service-channels-that-use-ai-in-the-netherlands/
Upstream. "On which channels does the organization use Artificial Intelligence (AI)?*." Chart. September 17, 2018. ÌÇÐÄÆƽâ°æ. Accessed July 27, 2026. /statistics/915120/digital-customer-service-channels-that-use-ai-in-the-netherlands/
Upstream. (2018). On which channels does the organization use Artificial Intelligence (AI)?*. ÌÇÐÄÆƽâ°æ. ÌÇÐÄÆƽâ°æ Inc.. Accessed: July 27, 2026. /statistics/915120/digital-customer-service-channels-that-use-ai-in-the-netherlands/
Upstream. "On Which Channels Does The Organization Use Artificial Intelligence (Ai)?*." ÌÇÐÄÆƽâ°æ, ÌÇÐÄÆƽâ°æ Inc., 17 Sep 2018, /statistics/915120/digital-customer-service-channels-that-use-ai-in-the-netherlands/
Upstream, On which channels does the organization use Artificial Intelligence (AI)?* ÌÇÐÄÆƽâ°æ, /statistics/915120/digital-customer-service-channels-that-use-ai-in-the-netherlands/ (last visited July 27, 2026)
On which channels does the organization use Artificial Intelligence (AI)?* [Graph], Upstream, September 17, 2018. [Online]. Available: /statistics/915120/digital-customer-service-channels-that-use-ai-in-the-netherlands/
