Solvvy's 2021 State of Chatbots Report

To get an accurate pulse on how consumers perceive and engage with chatbots, Solvvy commissioned an anonymous research project that surveyed more than 1,000 respondents across the U.S.

Key findings include:

  • The emergence of two distinct cohorts of chatbot users: “Standard Users” and “Power Users”
  • Many customers highly prefer chatbots over waiting for an agent, especially when the chatbot offers personalized support
  • Nearly half of chatbot users think it’s possible they have mistaken a chatbot for a live customer support agent
  • Two thirds of individuals are coming back for repeat use of chatbots that meet their expectations
  • Negative experiences with live agents are more likely to cause customers to stop using services and buying products from a business

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