48% of people care more about a chatbot being able to solve their issues over it having a personality.60% of people still prefer to wait for an agent rather than talk to a chatbot.60% of consumers believe a human can better understand what they need as compared to a chatbot.A study conducted by NewVoiceMedia found that 46% of consumers felt chatbots were being used to prevent them from reaching a live person.Only 9% of consumers think that companies should never use chatbots.87.2% of consumers rate their typical chatbot experience as within the range of neutral to positive. The #1 department supported by businesses who use chatbot technology is IT, at 53% of organizations.46% of companies leveraging intelligent assistants or AI chatbots use them for voice to text dictation.Users have a growing willingness to engage with chatbots in a variety of ways, with usage for purchases, meeting scheduling and mail list sign-ups more than doubling from 2019 to 2020.Chatbots saw a 92% use increase since 2019, making it the brand communication channel with the largest growth.On the higher end of the spectrum, better bot experiences can result in 80-90% response rates. On the low end, low engagement bots see 35-40% response rates.40% of millennials claim to engage with bots on a daily basis. 58% of B2B companies use a chatbot on their website, as compared to 42% on B2C websites.35% of people use chatbots to resolve a complaint or problem, or for getting detailed answers.The #2 use case is “resolving a complaint or question”.
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