March 19, 2019 | Contributed by: Greg Sterling
There are numerous consumer surveys about chatbots that argue people prefer interacting with them for certain tasks. Others come out the opposite way. The reality is somewhere in-between and fairly well captured in new survey data from Uberall.
The survey of roughly 1,000 US adults asked about their level of interest in interacting with bots from “major brands”:
- 40% were interested (20% very interested)
- 30% somewhat uninterested
- 29% no interest at all
- 43% wanted better understanding/comprehension or greater accuracy
- 27% wanted the opportunity to hand off to a human agent
- 19% wanted a more “natural-sounding” conversation
- 10% wanted more opportunities to interact with bots (which is not an “improvement”)
- 38% offers/coupons/promotions
- 31% customer support/service
- 17% provide store hours/locations near me
- 7% provide personalized product recommendations
- 6% option to directly buy an item
- 2% other
- Prior experience with bots (and quality of experience)
- Age/education/income
- Nature of issue/task/question (simple = bot, complex = human)
https://www.businesscreatorplus.com/survey-60-not-that-into-chatbots-but-40-really-like-them/
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