Are Chatbots Actually Working?

Are Chatbots Actually Working?

If you run a business in Arlington, TX where you need to have efficient customer service in place to support your customers, you may have heard of—or already use—chatbots. Chatbots are software that mimics the interactions of a customer service representative on messaging/chat software, or sometimes even on the phone. So rather than typing out messages to a human or speaking to one on the phone and getting a human response, people interact with software instead.

In theory, this is supposed to make customer support in Arlington, TX much easier and more efficient for everyone. Chatbots are supposed to handle simpler, “low level” issues while more valuable human customer support staff are “saved” for complex issues. But is this the way things are actually playing out?

The Consumer Reaction

Chatbots have now been in use for a few years and the results, so far, when consumers have been polled about their reactions, are negative. 75% of respondents in one poll indicated that they still preferred to go with an actual human for customer service. 60%o of those respondents indicated that they had, in fact, dealt with a chatbot for customer service; they just didn’t like it.

The prevailing opinion about chatbots after some years of use is still a largely negative one. But why is that? Even when chatbots are “assigned” to the simple, low-level inquiries that don’t need a complex human interaction, many people still don’t like it. What’s the thinking behind this?

Fear Of Misunderstanding

When polled about the reasons why they didn’t like chatbots, the overwhelming response at 65%, was a fear of, or experience with, the chatbot not understanding what the customer wanted. People are afraid that because they are not speaking to a human when they have a customer inquiry, the software will not actually understand what the problem is, and thus be unable to provide a solution.

Feeling Ignored

The other big issue is the perception that interacting with a chatbot leaves people feeling abandoned. Right now, there’s a sense of being brushed off or pushed to the side. Customers react to being faced with a chatbot as a declaration that the business does not want to deal with that person, and so is “deflecting” them to software instead, while more valued customers get to deal with a human.

Fixing The Problem

This issue here is a combination of changing perceptions and the proper usage of chatbots. A chatbot should not be a cure-all solution for every single customer issue. Chatbots should be deployed in situations where they would be most useful and efficient.

Once a business knows what those situations are, provide benefits for using the chatbot. Make it faster and easier to get things done with the chatbot than by interacting with a human, and the perception about chatbots will change. It’s all about making sure the chatbot is an improvement, not a downgrade.

Once business in Arlington, TX start properly deploying chatbots in customer service, we’ll start to see the attitudes turn around on this. Chatbots are a great solution, but only when they are used properly.

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