The key ones being that consumers found interaction time-consuming and complex, and chatbots needed more guidance from humans than was expected.
However, chatbots’ integration into customer service roles fell short of their original expectations. In 2016, there was a great deal of hype around chatbots, and the prediction was that they would become commonplace in our everyday lives. So much so, that Gartner predicted that by 2020, the average person will have more conversations with bots (and not know it) than with their spouse. Of course, we now know that this hasn’t happened (yet), and the fall in chatbots at this time can be attributed to a selection of factors. The key ones being that consumers found interaction time-consuming and complex, and chatbots needed more guidance from humans than was expected. Due to the complex nature of language, the data process power was simply not there yet.