eGain, a provider of cloud-based customer engagement solutions, announced that chatbot silos are the biggest hurdle for consumers in using virtual assistants. The finding is from an independent survey of 3,000 consumers, conducted by Chatbots.org.
Established in 2008, Chatbots.org is a global community devoted to the promotion of AI for business and societal value. The organization collaborates with businesses and academic institutions, sharing new developments in AI technologies such as chatbots and reasoning, and propagating best practices in leveraging them.
Sponsored by eGain, the research was conducted by Chatbots.org in Q4 calendar 2017 across the US and the UK, using SurveyMonkey™. Responses were compiled from 3,000 consumers who had used a chatbot for customer service in the prior 12 months. Key findings and corresponding viewpoints from Chatbots.org and eGain are:
"We wanted to understand the barriers consumers face in using chatbots in order to promote their adoption," said Erwin van Lun, CEO and founder of Chatbots.org. "The survey findings will help technology providers improve their offerings while helping businesses select and deploy chatbots the right way to make it easy for consumers."
About eGain Corporation:
Omnichannel customer engagement solutions power digital-first experiences. Infused with AI, machine learning, knowledge and analytics, our platform helps clients automate and optimize customer journeys via virtual assistance, messaging, social, mobile, web, and contact centers.
Chatbots.org is the largest independent research & business community on humanlike conversational AI (Artificial Intelligence): We're working on intelligent virtual characters, answering questions of consumers on behalf of the brand, in an automated way. This technology is also known as 'chatbot', 'virtual agent', 'virtual assistant', 'virtual human', or 'conversational agent'. Chatbots.org is an Industry Catalyst. It's mission it to advance the technology worldwide. All leading vendors in this area are a business member or our organisation. We'd like to work with the contact center industry to identity synergy as it is expected our industries will merge in the future.
Published: Friday, August 31, 2018
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