80% of Consumers Reports Frustration Levels using Chatbots

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A hefty majority, 80 per cent, of consumers report higher frustration levels when it comes to using customer service chatbots, while 72 per cent stated using a chatbot for customer service was a waste of time.

Those are top findings from a Uject Inc. research report that polled nearly 1,700 consumers over the past 12 months.

Additional findings include:

• 78 per cent were forced to connect with a human after failing to resolve their needs through an automated service channel.
• 63 per cent indicated their interaction with a chatbot did not result in a resolution.
• More than half of consumers (54 per cent) believe a phone call with a live agent provides the fastest resolution and best overall customer experience.
• Brands could significantly improve customer experience by ensuring problems are resolved on the first contact (73 per cent).

“Brands cannot provide great customer service through simply adopting automation. Leaders must be intentional on how they design and implement automation to add value to the consumer, service workers and the business’s bottom line,” Senior Director of Corporate Communications Justin Robbins, who led the research for UJET, said in a press release on the findings. “Our findings highlight the challenges brands face with implementing automation to decrease wait times, improve first contact resolution, and increase customer satisfaction and loyalty. The key to success is achieving the right marriage between virtual and human agents in managing those consumer interactions.”