More than half of the consumers in America (54) always suggest choosing a chatbot instead of a person at a helpdesk if it saves them ten minutes of time. That’s what a new report from Usabilla says, says ZDNet. The survey was conducted in August 2018 among a thousand American consumers.
70 percent of the respondents said they had used chatbots before. Of the people who didn’t, 60 percent said they were comfortable doing so. However, 18 percent always say they prefer to talk to people when they interact with brands, regardless of the circumstances.
The human connection is appreciated, but for simple tasks convenience is preferred. 35 percent of consumers say they would use a chatbot mainly to save time. Consumers also expect that various tasks can be carried out without human help. This includes checking the balance at the bank, transactions and making appointments. If there are problems, consumers want human help.
Positive feelings
More than half of consumers (52 percent) are positive about the development of artificial intelligence. Less than a percent say they choose a human representative instead of a chatbot because they find the systems scary. That goes against the image of some brands who think that chatbots deter customers in.
Eighty-seven per cent of respondents said they were satisfied or very satisfied with the possibility of solving problems or answering questions via a brand’s website. Many people use the FAQ page on a site. In addition, the study shows in particular that businesses must ensure that consumers can talk to people throughout the experience.
This news article was automatically translated from Dutch to give Techzine.eu a head start. All news articles after September 1, 2019 are written in native English and NOT translated. All our background stories are written in native English as well. For more information read our launch article.
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