This week, leading CX analyst Gartner released a survey highlighting how eight percent of its survey participants used a chatbot in their most recent customer service experience.
More worryingly, only a quarter of that eight percent said that they would use that chatbot again.
The Gartner survey also showcased the success rate of chatbot CX service for a range of use cases.
Of its collected figures, Gartner discovered that chatbot’s resolution rate of various questions, including:
- Return/Cancellation: 48 percent
- Order/Purchase: 52 percent
- Account Information: 43 percent
- Payment/Transaction: 40 percent
- Feedback: 38 percent
- Troubleshooting: 36 percent
- Account Changes: 27 percent
- Check Status: 26 percent
- Complaint: 25 percent
- Registration/Activation: 24 percent
- Information on Product/Service: 19 percent
- Change in Product/Service: 18 percent
- Billing Dispute: 17 percent
Michael Rendelman, a Senior Research Specialist at Gartner, said:
While many customer service and support leaders look to chatbots as the future of the function, customers clearly need some convincing. To improve chatbot adoption, the key is to focus on improving the chatbot’s ability to move customers’ issues forward.
Moreover, the survey pinpointed the biggest driver of bot adoptions is "the ability of a chatbot to move the customer’s issue forward". Gartner also notes this as a core adoption driver for enterprise end-users.
Finally, according to the survey, there is an 18 percent variance in customers’ likelihood to use their chatbot again.
The Capabilities and Limitations of Chatbots
According to Gartner, while CX organizations are familiar with and leverage the benefits of chatbots, customers do not have the same understanding.
In addition, Gartner’s survey found that just two percent of customers are more likely to use chatbot CX services for returns/cancellation over a billing dispute, despite a significant difference in the resolution rates.
