Further data reveals that customers felt that the chatbot took too long to help, could not understand or could not solve their issue.
A late 2023 study highlighted that 49% of consumers surveyed stated that they didn’t enjoy using chatbots during the customer experience, because they would prefer to talk to a human, or didn’t feel a bot would understand their inquiry. Further data reveals that customers felt that the chatbot took too long to help, could not understand or could not solve their issue.