Machine or Human? Do Consumers Like Using Chatbots? - StarTek - ContactCenterWorld.com Blog
Chatbots seem to be all the rage right now. Need to order flowers for your mom? Chances are there’s a chatbot for that. Want to know the weather in the city you’re flying to? Ask a chatbot.
For enterprises, chatbots can help lower customer-service costs when deployed in the right way for the right type of self-service interactions. If straightforward answers to typical questions—such as your shipping policy—are what your customers need, then a chatbot can be created that responds with the correct answers.
Beyond simple self-service, however, consumers want to interact with humans. While artificial intelligence and machine learning have made significant progress in understanding human language and enabling chatbots to hold a human-like conversation, at the end of the day, humans are still preferred.
According to the STARTEK U.S. Customer Engagement Survey, 85 percent of consumers prefer to interact with a human customer service representative, while only a small percentage of consumers (5 percent) want to interact with chatbots or AI software.
For the very few interacting with chatbots, satisfaction is high
Of the consumers who have interacted with a chatbot for their most recent customer service experience (13 percent), 85 percent of them were either somewhat or very satisfied with the interaction.
Also, of those consumers who had interacted with a chatbot in their most recent customer service experience, 85 percent were somewhat or very likely to want to use them again in the future.
For a very small percentage of consumers, chatbots and AI software deliver the self-service experience that they are looking for, particularly when the issue is simple and straightforward. For low-value/low-complexity customer interactions, chatbots can be a cost-effective self-service tool that increases customer satisfaction while reducing your cost to serve.
The takeaway: Don’t bet it all on chatbots
Despite the advantages of using chatbots to automate simple, repetitive interactions, humans are more important than ever. Why? Because as self-service automates the easy interactions, the complex issues must be handled effectively by human customer service. An earlier study of customer satisfaction conducted by STARTEK shows that 78 percent of customers have diligently tried to solve issues on their own before contacting an engagement specialist (agent).
When self-service fails, it takes a human engagement specialist to step in and frame a customer’s situation in ways that positively impact the customer’s perception of the brand. Humans remain an essential component in customer service because only humans can do what chatbots can’t: show emotional understanding, reduce customer anxiety, and build rapport.
Publish Date: October 26, 2017 5:00 AM
|All Suppliers||Get Listed|
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
IntelePeer delivers a complete business communications solution including: complete Cloud Contact Center, full-service cloud calling directly integrated with Cisco Spark unified communications, Enterp...
Founded in 2001 SJS Solutions have dedicated over 16 years to the improvement of contact centres across the globe. We take a consultative approach towards solving the biggest challenge facing call and...
View more from StarTek
Recent Blog Posts:
|3 Big Trends for Customer Service in 2018||November 16, 2017 5:00 AM|
|Will Chatbots Take Over Healthcare Customer Service?||November 9, 2017 5:00 AM|
|Machine or Human? Do Consumers Like Using Chatbots?||October 26, 2017 5:00 AM|
|Don’t Chatbot Me: Consumers Want a Human on the Other End of the Conversation||October 12, 2017 5:00 AM|
|Travel Company Takes Customer Satisfaction to New Heights||September 7, 2017 5:00 AM|
|Will Chatbots Replace Humans?||August 10, 2017 5:00 AM|
|The Science of Dialogue: STARTEK’s Dialogue Expert, Ted Nardin, discusses the future of contact centers||May 25, 2017 5:00 AM|
|Move the Needle on Satisfaction Scores: 3 Things Every Call Center Needs to Do Now||May 18, 2017 5:00 AM|
|Designing your contact center for greatness: How communication design increases performance impact||March 30, 2017 5:00 AM|
|Are you killing your call center with compliance-driven metrics? Or: The silent killer of the contact center||March 9, 2017 5:00 AM|