Although they were more of a novelty just a few years ago, chatbots are now becoming mainstream. A recent survey of business leaders even found, “80 percent of respondents said they already used or planned to use chatbots by 2020.”
By and large, users are having positive chatbot experiences. But as you might imagine, there are some kinks to be worked out.
Here are the details and some specific improvements users want to see.
4 out of 5 People Report a Positive Experience
Location marketing cloud provider Uberall performed a recent study to see what US chatbot users thought of this technology. According to their findings, 4 out of 5 people enjoyed using a chatbot.
“Despite ambivalence about chatbots in general, 80 percent of people who have interacted with a chatbot say the experience was generally positive.” 14 percent even report having a “very positive” experience.
That said, there’s definitely room for improvement, and there were some specific areas where users think chatbots could be enhanced.
The biggest issue across the board is accuracy. 43 percent of survey respondents say chatbots need to get better in understanding what customers are asking or looking for.
And this isn’t that big of a surprise. AI has come a long way in relatively short period of time. But chatbots are still fairly primitive in their ability to understand and process requests.
27 percent of customers said they would like to get a human customer service rep when they need. Although chatbots can do a lot, they certainly have their limitations. Sometimes, it’s simply more practical for a human to step in and handle a request.
If customers are unable to do this, it can quickly create friction.
Be More “Human”- Sounding
Finally, 19 percent of people want chatbots with the “ability to hold a more ‘human’-sounding, natural conversation.” They want their interaction to be more fluid with less of a clunky feel that’s still common with many chatbot experiences.
The Desire for More Chatbots
What’s also interesting is the growing demand for more chatbots. 10 percent of respondents said, “I’d like to see more of them b/c there just aren’t many opportunity to use chatbots.”
This tells us that our collective fascination with AI is growing. As the technology becomes more advanced and sophisticated, a growing number of people will want to use chatbots for addressing their customer service needs.
The bottom line here is that most people are now comfortable with the idea of using chatbots. 80 percent report having positive chatbot experiences, and this number is likely to grow as AI advancements are inevitably made.
However, there are a few issues that need to be addressed to ensure a seamless experience. If your law firm already has a chatbot or is planning to use one in the near future, things like accuracy, human involvement and a natural sounding chatbot are areas to focus on.
If you can pull that off, this should put you ahead of the competition, and you can make chatbots an integral part of your customer service.
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