Sunnyvale, CA February, 2018 -- eGain (NASDAQ: EGAN), 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.
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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."
"eGain is a pioneer in chatbot and AI technology with over 20 years of experience in the domain," said Ashu Roy, eGain CEO. "The survey validates our vision of unifying chatbots and other touchpoints through a customer engagement hub to enable seamless, omnichannel customer service journeys."
About eGain Corporation:
eGain customer engagement platform automates digital-first, omnichannel experiences across all touch points. Powered by AI, machine learning, knowledge, and analytics, our top-rated software optimizes customer journeys with virtual assistance, messaging hub, and desktop to serve customers, reduce cost, and improve compliance.
Published: Monday, February 5, 2018
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