Thank to the Artificial Intelligence (AI) wave, with the hep of chatbots we are able to stay in touch with the customers and answer their queries irrespective of timings.

But how useful the chatbots are when it comes to improving the customer relationship?

The Mobile Marketer contributor Dan O’Shea has shared an article highlighting the impact of chatbots on customers.

O’Shea says, “There continues to be hype around retail applications for messaging chatbots. A Juniper Research study from last year suggested that they can provide benefits that include both cost savings and sales generation, including a projected $112 billion in e-commerce transactions by 2023.

But, are customers ready for more extensive chatbot engagement?

Lack of consumer comfort

Generally, consumer attitudes toward chatbots appear to be less than favorable, according to numerous surveys. A Sitel Group study from late last year stated that 70% of consumers surveyed would rather speak to a human in a customer service scenario than to a bot. Another recent survey from Voxpro found that 68% of consumers still haven’t used chatbots to contact a brand, and that 56% haven’t used chat or automated features because they prefer experiences with real people”.

Can chatbots charm consumers?

Mobile Marketer

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