Some of your customers prefer to work with chatbots as they connect with you, according to Inbenta’s Chatbot Consumer and Business Survey. Their data shows that 50 percent of consumers prefer chatbots when shopping online, rather than calling support. And 72 percent of consumers say that chatbots hold the answer to frustration-free customer service.
While others reports tell a different story. For example, a recent report from PointSource, a Globant company, found that 80 percent of retail customers aren’t comfortable with chatbot assistance when resolving problems post purchase.