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Understanding How Customers Feel About AI-based Chatbots

Seventy-seven percent of those polled find chatbot interactions frustrating

A recent survey of U.S. consumers reveals their views on artificial intelligence, especially when it comes to customer service chatbots.

According to data from a recent Ipsos poll, close to seven in 10 (68 percent) surveyed U.S. consumers have utilized customer service chatbots. However, of those respondents, close to eight in 10 (77 percent) prefer interacting with a human for customer service needs.

In addition, 77 percent of respondents who have used chatbots report that customer service chatbots are frustrating; in fact, 88 percent would rather speak to a person. A little more than one in three (35 percent) say that chatbots can solve their problem effectively most of the time.

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