65% of Consumers Skeptical of Chatbot Capabilities - Power Retail

According to a Pegasystems' survey of 3,500 consumers from across the globe, customers are unimpressed with the performance of online chatbots. According to the latest study on the effectiveness of the popular AI tech, a lack of'intelligence' is the biggest complaint consumers have against automated bots. In fact, 65 percent of the people surveyed said they would rather speak to an actual person over a chatbot, despite claims they could be convenient in certain situations. "As chatbots become more pervasive, the quality of the engagement has lagged significantly behind customer expectations," said Ying Chen, head of product marketing and platform technologies at Pegasystems. "To truly depend on digital channels as the first line of defence in customer service, smart businesses need to unite their chatbots with the enterprise systems that can do real work – not just fetch bits of random information."