0
Despite reports that robots will soon take over our jobs and our lives, we love the simplicity that AI brings into our lives.
Additionally, 54 percent of respondents said they would always choose a chatbot over a human customer service rep if it saved them 10 minutes.
There are several tasks that customers expect to do without any human assistance. Checking your bank balance, transactions, or updating payment information is a given.
Scheduling appointments or changing flight details are also top of mind. But if there are issues, then customers want human assistance.
(Image: Top tasks customers expect to do without human assistance by usabilla)
Over half (52 percent) of shoppers have positive feelings toward tech development as it relates to AI. Although some brands may have perceptions that chatbots might scare off customers because of “creepiness,” the data does not bear this out.
Less than one percent of respondents reported they’d choose a human representative over a chatbot because they are “creeped out” by chatbots.
Almost nine out of 10 (87 percent) customers report that they are satisfied or very satisfied with their ability to solve problems or answer questions on their own by using a brand’s website. Many use the FAQ sections on the self help pages of the site.
The survey shows that companies should ensure that consumers can engage with real human beings through the entire customer experience.
It might be more expensive, hiring more customer service representatives, delivering better training for representatives or giving customers more options to interact with real people along the customer journey.
Whatever it is, give the customers the human connection they crave and they will be sure to return.
Previous and related coverage:
Consumers four times more likely to dump brands after a bad experience
A positive customer experience keeps consumers coming back – but a new report reveals a big disconnect between retailers and consumers.
Average time to resolve problems is three times higher than customers want
A recent AI customer experience study shows that, although businesses have invested in AI solutions, customers are not happy.
WalkMe ActionBot understands enterprise users’ needs
Can a chatbot understands the user’s needs and complete tasks spanning across enterprise applications? The WalkMe ActionBot certainly tries to deliver all that it promises.
When chatbots are a very bad idea
Not every business problem can be solved by using chatbots. Here are some inappropriate uses for the AI tool.
Related Topics:
Consumerization
Digital Transformation
CXO
Internet of Things
Innovation
Enterprise Software
0