As the buzz created around the robots will put back the humans, Chatbots are gaining pace in the industries, especially in the customer services sector where agents seek to engage more customers. However, consumers across the generations yearn for human interaction when connecting with brands, according to the reports. They don’t even want technology to reinstate humans, because they believe in humans to assist resolve more compound issues and make their experiences more pleasant.
But, Usabilla, Voice of customer (VoC) platform released a report illustrating that humans love Artificial Intelligence and Chatbots. They surveyed last year, over 1,000 US customers who utilized customer service options like FAQs, chatbots, or automated options that enabled them to completely keep away from human interaction for a customer service issue. With nearly 70 percent of respondents, the report found that they have utilized Chatbots already, while 60 percent who have not that technology replied they would feel comfortable doing so. However, one in five, about 18 percent of them expressed that they always favor interacting with humans when engaging with brands, despite the circumstances. The foremost reason for using Chatbots found that it would save time. In addition, 54 percent of customers responded that they would always choose a chatbot over a human customer service representative if it saved their 10 minutes.
In terms of performance, there are numerous tasks that customers expect to perform without any human interference, including checking the bank balance, transactions, updating payment information, scheduling appointments or changing flight details. But, in one case they want human assistance if there is something wrong with them. The report further showed that almost 87 percent of customers are satisfied with their ability to resolve issues or counter queries on their own by utilizing a brand’s website, while many of them use FAQs section. So in the end, the report illustrated that organizations must ensure that customers can engage with real humans through the complete customer experience.