There has been growing publicity surrounding the use of chatbots to deliver customer service over the last 12 months - some of it good, and some of it not so good. But what do British consumers really think about chatbots?
This infographic from myclever shares the results of a survey of 1,000 UK adults carried out by Usurv in May 2016, examining customer opinions of online customer service and chatbots.
What frustrations customers have experienced with online services in the last month.
What sectors are in particular need of online service improvements.
Predicted uses of chatbots.
What service channels deliver the best perceived benefits.
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.