Why don’t people use chatbots?

2026-06-17 · Source: Pew Research Center · Field: Technology & Digital — Artificial Intelligence & Machine Learning, Emerging Technologies & & Innovation · Depth: Fundamental Awareness, medium

Summary

A Pew Research Center study, conducted from Feb. 17-23, 2026, surveyed 5,119 U.S. adults to understand chatbot usage and perceptions. It found that 51% of U.S. adults never use AI chatbots like ChatGPT, Gemini, or Copilot, with non-use particularly high among those 50 and older (77% for 65+, 58% for 50-64). Conversely, 70% of Asian adults reported using chatbots. The primary reasons for non-adoption include a lack of interest (83% of non-users), concerns about personal information privacy (79%), and distrust in accuracy (76%). Furthermore, 67% of current non-users are unlikely to adopt chatbots within the next 12 months, indicating a significant segment of the population remains disengaged.

Key takeaway

For AI Product Managers developing or deploying chatbot solutions, this data highlights a significant segment of the U.S. adult population remains disengaged. You should prioritize addressing core user concerns around data privacy and information accuracy, rather than solely focusing on feature expansion. Consider targeted educational campaigns and transparent privacy policies to build trust and demonstrate tangible value, especially for older demographics, to broaden adoption beyond early adopters.

Key insights

A majority of U.S. adults, especially older demographics, remain uninterested in chatbots due to privacy and accuracy concerns.

Principles

• New technology adoption often follows age-based patterns.
• User disinterest is a primary barrier to tech adoption.
• Privacy and accuracy are critical for user trust.

Topics

• Chatbot Adoption
• Consumer Sentiment
• AI Privacy
• Digital Divide
• Generational Differences
• Survey Research

Best for: Product Manager, Entrepreneur, Policy Maker, Tech Journalist, AI Product Manager

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Editorial summary, takeaway, and curation by AIssential. Original article published by Pew Research Center.