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Industry Research : Chatbots Still Too Dumb to Get the Job Done

#contactcenterworld, @pega

Pegasystems Inc. (NASDAQ: PEGA), a software company empowering customer engagement, announced survey results from 3,500 global consumers that find most chatbots still aren't smart enough to meet their high expectations. While most agree chatbots can be fast are convenient in certain situations, consumers cite a lack of intelligence as their top complaint against automated bots, and 65 percent still prefer a human agent on the other end of the chat.

Seventy-two percent of consumers generally find chatbots to be helpful to some degree, but the interaction quality can be quite mixed. The majority (58 percent) rank their chatbot experiences as merely 'adequate' – doing some tasks well and others poorly. Another 18 percent grumble how chatbots are ineffective or even annoying. Only 16 percent gave their chatbot experience a high quality rating.

Analysts expect chatbot usage to rise significantly in the next two years – a shift that could prove costly for brands that don't evolve their bots. According to Gartner, "25 percent of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology across engagement channels by 2020, up from less than two percent in 2017."

"As chatbots become more pervasive, the quality of the engagement has lagged significantly behind customer expectations," said Ying Chen, head of product marketing, platform technologies, Pegasystems. "To truly depend on digital channels as the first line of defense in customer service, smart businesses need to unite their chatbots with the enterprise systems that can do real work – not just fetch bits of random information. At the same time, they must apply advanced artificial intelligence to deliver true personalized interactions in real time. The results of our global survey show that businesses still have a long way to go before consumers feel they can trust chatbots to give them an exceptional experience that can set a company apart."


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Best bots keep it simple

Consumers tend to favor chatbots for only the simplest queries that can be done quickly. The most popular chatbot use cases are:

Tracking an order (60 percent selected)
Finding basic information (53 percent)
Asking basic questions (49 percent)

The respondents also noted that fast service (56 percent), ability to engage on their own schedule (37 percent), and convenience (36 percent) are chatbots' top benefits. When done well, 43 percent say chatbots can be almost as good as interacting with a human, while 34 percent disagree, and 23 percent don't know.

Artificial intelligence or artificial stupidity?

However, speed and simplicity can only take today's digital consumers so far. While most brands claim artificial intelligence power their bots, consumers' top chatbot complaints include:

Not enough smarts to effectively answer questions (27 percent)
Lack of context in the conversation (24 percent)
Robot-like engagement with few human qualities (14 percent)

Similarly, the top reasons consumers would drop a chatbot session are when bots can't answer their questions (47 percent selected), make them do more work than expected (47 percent) or are too vague in how they can assist them (43 percent). Separately, only 17 percent said they would use a bot to purchase goods and services, further muddying the path from bots to direct revenue.

In no mood for chit chat

The survey found a separate group that have yet to try chatbots at all and have no plans to start anytime soon. These bot holdouts, which skew towards a slightly older demographic, say they haven't used chatbots yet due to:

Lack of any real exposure to chatbots (53 percent)
A personal preference to only engage with a human (30 percent)
Lack of knowledge on how to use chatbots (23 percent)

A full 45 percent of these consumers without chatbot experience said they won't try one in the next year while another 30 percent aren't sure, which presents a roadblock to companies trying to expand reliance on digital service channels. Only 25 percent of these non-users said they would be willing to experiment with a chatbot, albeit with some reluctance. Their biggest concerns stem from their lack of experience: they simply don't know how to use chatbots (top concern at 46 percent), lack confidence in chatbot effectiveness (31 percent), or worry about security and privacy (27 percent).

Pega surveyed 3,500 consumers across the US, Canada, the UK, France, Germany, and Australia for this study.

#contactcenterworld, @pega

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com


About Pegasystems:
Company LogoPegasystems Inc. (NASDAQ: PEGA) provides software to automate complex, changing business processes. Pegasystems, a provider of unified process and rules technology, gives business people and IT departments the ability to use best processes across the enterprise and outperform their competition.
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Today's Tip of the Day - Choose Your Response Method Carefully

Read today's tip or listen to it on podcast.

Published: Friday, October 12, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Computer Telephony Integration

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

3.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

4.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

5.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

6.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.

8.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
 

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