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