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.
These include:
- 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.
- Chatbots vs apps.
- Barriers to chatbot usage.
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After two decades of experience working as a journalist and editor covering business and technology, including over 15 years as editor of MyCustomer, Neil now works as senior content manager at skills-based workforce management platform provider Spotted Zebra. ...
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Very well written - bots will be the primary interaction channel of the future and holds a lot of promise against current and traditional formats. The challenge is to make the interaction design more intuitive, demystify the tech / engineering side to bring it into more acceptance of the masses by displaying value, and increase utilization for business cases. The 24x7 self service and intelligent nature of the format is already being used for customer service, conversational commerce, health tech and education. We have started on the journey at Engati, do visit us to give us feedback on www.engati.com
Thanks (0)Very well written - bots will be the primary interaction channel of the future and holds a lot of promise against current and traditional formats. The challenge is to make the interaction design more intuitive, demystify the tech / engineering side to bring it into more acceptance of the masses by displaying value, and increase utilization for business cases. The 24x7 self service and intelligent nature of the format is already being used for customer service, conversational commerce, health tech and education. We have started on the journey at Engati, do visit us to give us feedback on www.engati.com
Thanks (0)Very well written - bots will be the primary interaction channel of the future and holds a lot of promise against current and traditional formats. The challenge is to make the interaction design more intuitive, demystify the tech / engineering side to bring it into more acceptance of the masses by displaying value, and increase utilization for business cases. The 24x7 self service and intelligent nature of the format is already being used for customer service, conversational commerce, health tech and education. We have started on the journey at Engati, do visit us to give us feedback on www.engati.com
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