Infographic: What do customers really think of chatbots?

Chatbot
Share this content

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. 
     

Chatbots

About Neil Davey

ND2

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 15 years, including Internet Works, CXO magazine and Business Management. He joined Sift Media in 2007.

Replies

Please login or register to join the discussion.

avatar
By prathap
15th Dec 2017 09:30

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)
avatar
By prathap
15th Dec 2017 09:30

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)
avatar
By prathap
15th Dec 2017 09:30

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)