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Chatbots Deliver Speed But Consumers Want Humans!


A chatbot is a computer program designed to simulate conversation with human users, especially over the Internet.

A recent Computer Generated Solutions (CGS) publication reveals that although chatbots deliver speed, consumers still want humans.

While Chatbots are great at processing quick service requests, chatbot answers are not as detailed and are less helpful.

The top 4 reasons consumers give up on chatbots are;
1)   Issue is too complex and usual
2)   BOT redirects user to FAQs
3)   BOT takes too long to respond
4)   Conversation feels impersonal

Looking to implement or have implemented a chatbot in your organization? Please take the time to read this publication (link: https://www.cgsinc.com/en/infographics/chatbots-deliver-speed-but-consumers-want-humans) and then look inwards. The purpose of the chatbots is not to make life easy for you but to make life easy for your customer.

Have a good one!

deBBie

Comments

  1. AnonymousSeptember 9, 2018 at 12:53 PM

    DSTV: Before now, I used to receive prompts from my cable TV service provider, notifying me of the expiration of my subscription. These days, my connection just goes off at expiration, then i'll have to call in over and over again. Can they simply send me an email if it's the cost of sms that is preventing them from doing the needful?
    I hear now that they have gone ahead to increase the rate if despite the restraint placed on from the NASS on the proposed price hike?

    ReplyDelete

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