Customer Service Chatbots Are Falling Short: Here's Why

Let's face it: customer experience chatbots have been a major disappointment. They currently sit squarely at the bottom of Gartner's Hype Cycle for Natural Technologies, July 2021 ("As an innovation does not live up to its overinflated expectations, it rapidly becomes unfashionable and attention wanes."). GOMoxie found only 22% of consumers have a positive impression of chatbots. A Userliike survey found that the No. 1 thing that consumers want from chatbot experiences is the ability to escalate the interaction to a human. No wonder some research firms have called the current chatbot landscape a "failed revolution." Why, despite the millions upon millions of dollars of funding going into the space, have chatbots yet to provide anywhere near a level of experience warranted from such market hype?