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Posted by / 16-Aug-2017 08:22

Those are areas where humans will continue to shine.Here’s something that might surprise you: The benefits of chatbots that consumers expect to enjoy don’t vary too widely between age groups.In our survey, we provided a brief description of how chatbots work and the types of tasks brands and businesses use them for.

More recently, the rise of real-time messaging has led to a fundamental shift in how people prefer to connect with businesses.The most common predicted uses for chatbots that consumers reported included getting quick answers to questions in an emergency (37%), resolving a complaint or problem (35%), and getting detailed answers or explanations (35%).It’s also worth noting that 34% of consumers predicted that they’d use chatbots as a means for getting connected with a human.The takeaway: The online experiences businesses are providing no longer match the way people prefer to buy.In the on-demand, real-time world we live in, where everything seems to be just one click away, consumers expect to be able to find the information they’re looking for quickly and easily.

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When they can’t, they get frustrated, and could end up turning to competitors who are providing the type of online experience they’re looking for.

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