This article about chatbots was originally posted on insights.datamark.net by John Alarcon on July 26th, 2017.
Consumers are finding value in chatbots – those pop-up windows on websites and Facebook messenger that offer a friendly (albeit artificial) face and a willingness to help.
Ask a chatbot (also known as a “virtual customer service agent”), “What time does your store close today?” and you should get a quick and accurate answer. But if you ask something more complex, such as “I need help setting up my home wi-fi”, more than likely you’ll stump the ‘bot. At the very least, if the chatbot is configured well, it will know to pass you off to a human or promise a return call or email asap.
Today’s chatbot experience shows the technology still has a long way to go before it replaces contact centre agents. But as with anything involving computing, expect chatbot help to get better. Better as vendors of the technology refine their behind-the-scenes artificial intelligence.
A new report from 3Cinteractive (3C), a provider of mobile marketing services, takes a deep dive into consumers’ attitudes toward chatbots and how they reflect on the brands that use them.
3C found that more than a fourth of consumers use chatbots daily. Younger consumers, who may spend more time on Facebook and other social media platforms than others, interact more. 40 percent of Millennials surveyed said they interact with chatbots every day.
The takeaway is that chatbot use is expected to grow every year. Brands should be prepared to launch, test and refine their chatbot strategy—if they haven’t already. A Business Insider report predicts that 80 percent of businesses plan to have chatbots in place by 2020.
Today, as one might expect with an emerging technology. Chatbots are still not capable of handling the majority of questions put to them. The 3C study found that 71 percent of consumers said that a chatbot that they’ve interacted with couldn’t answer their question… Read more.
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