STUDY: 80% of consumers report chatbot experiences as positive

According to a new study, 80% of consumers have a positive experience of interacting with chatbots. For the study, Uberall commissioned a survey of more than 1,000 adults throughout the U.S. Here’s a closer look at what they found:
— 40% are interested in chatbot experiences from brands
— 36% of consumers think chatbot accuracy needs to improve
— 38% of consumers think brands should use chatbots for deals, coupons and promotions

Interesting, but nearly 60% still lack strong enthusiasm for the technology, despite their positive experience of interaction. Therefore, the challenge for companies isn’t how to use chat bots, but to convince consumers to use them.

— 43% of respondents said chatbots need to work on their accuracy in understanding what customers are asking or looking for.
— 27% want to include the ability of customers to get “a human customer rep involved where needed”.
— 19% want to include the “ability to hold a more ‘human’-sounding, natural conversation”.
— 10% of respondents want to see more of chatbots.

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