Chatbot adoption continues to rise, but new research reveals that as they become a more familiar interaction point for consumers there are a number of common complaints that are surfacing.
Research conducted by Chatbots.org in conjunction with eGain, interiewed 3,000 consumers across the UK and US who had used a chatbot for customer service in the prior 12 months, asking them to rate them for customer service, and to state what in particular about chatbots annoyed them.
The biggest irritation? The inability to triage from the virtual assistant to a digital assistant. Read more below.
Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 20 years, including Internet Works, CXO magazine and Business Management. He joined MyCustomer in 2007.