Chatbots can be great for answering simple questions, but for complex questions where you really need help finding or understanding something, not every customer wants to talk to a messenger powered by artificial intelligence (AI).
Why do people date AI chatbots?
In a recent study from marketing analyst Drift Insider looking at how consumers interact with businesses, the number of brands using chatbots increased from 13% in 2019 to 25% in 2020. But for some, chatbots are causing more problems than they solve. In this era of personalization, a majority of U.S. consumers (83%) say they still want to interact with a real person, even as the technology improves, according to PWC.
“Do I, as a customer, really want to chat with a bot? No. When I have questions, I want to talk to a real person, either over the phone or in a chat window that many companies offer,” Gene Mal, Chief Technology Officer of Static Jobs, told Lifewire in an email.
"I definitely don't want to waste my time on a chatbot. If I see a chatbot on a website, I know the company doesn't value me as a customer."
