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Chatbots Can't Fully Replace Humans Just Yet

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Ronnie Allen
Apr 24, 2017 15:08
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Customer service departments in all industries are increasing their use of chatbots, and we will see usage rise even higher in the next year as companies continue to pilot or launch their own versions of the rule-based digital assistant.

Forrester defines them as autonomous applications that help users complete tasks through conversation.

While Forrester data reveals that 60% of US online adults already use online messaging, voice, or video chat services, there are challenges to widespread adoption.

We reached out to online consumers through our ConsumerVoices qualitative online community to better understand consumer impressions of chatbots and found that our respondents had a difficult time identifying clear benefits to interacting with them.

Many prefer to communicate with a representative who can show real empathy, address more complex needs, and offer them assurance.

It’s not only consumers who are thinking about chatbots’ link to customer experience.

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Ronnie Allen
Apr 24, 2017 15:08
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