Chatbot technology has the power to revolutionize the customer service experience. These bots are always available and they can access and process information far faster than humans can. They are, however, still developing and improving, and there’s more that needs to be done before they can fully win the trust of consumers.
How consumers feel about chatbots
As chatbots have become more commonplace over the past few years, there have been a lot of questions about whether or not consumers want this technology and whether they will feel comfortable relying on it to solve their problems.
With any new technology, a certain level of consumer trepidation is to be expected. However, recent survey data indicates that consumers are interacting with chatbots when they’re given the opportunity and that many consumers find them useful for answering questions and solving simple problems. In fact, as many as 70% of survey respondents in one study (https://www.retailtouchpoints.com/features/news-briefs/chatbot-acceptance-rises-but-human-backup-still-preferred) said they preferred to use a chatbot for simpler interactions with companies. Bot usage is on the rise, and the all-important millennial demographic in particular feels more comfortable relying on chatbots.
How chatbots can win consumers over
That said, chatbot technology is still evolving and there are still issues with performance. Consumers remain wary of trusting chatbots to help them with more complex tasks. Some have had frustrating experiences with chatbots that are incapable of solving the problem at hand or properly escalating it. These negative experiences, even if isolated, have the effect of diminishing trust in the technology as a whole.
In order to win consumer trust, chatbots need to be able to provide a handful of key elements when serving customers: