Research from NewVoiceMedia recently revealed that 75% of customers would prefer to have their customer service needs managed by a live agent, instead of via self-service (12%) or a chatbot (13%).
In the age of the empowered customer, many people have begun to turn to digital options for their support solutions online. NewVoiceMedia's study found that 60% of respondents had used chatbots to reach a business in the last 12 months. Additionally, 48% of consumers said that they would be willing to deal with a chatbot if necessary. However, further insights from the study found that chatbots simply weren't enough for some interactions.
For things like handling personal and financial information, most customers felt more comfortable with a live agent, and only 13% said they felt comfortable the idea of all service interactions being managed by bots in the future.
Common Concerns About Using Chatbots
According to NewVoiceMedia's study, the biggest concern customers had with using chatbots involved the machine's inability to "understand" their issue (63%). Other problems included a failure to solve complex issues (63%), a lack of personal experience (45%), and issues with data privacy (25%). Around 46% of the respondents said that they felt that bots prevented them from reaching the live people they needed to speak to.
The kind of transaction that a customer is engaged in has a big impact on how they feel using chatbots. Most respondents said they felt uncomfortable managing their banking via chatbots (82%), while 75% said they wouldn't like to use bots for medical inquiries.