What Do Consumers Expect from Your Chatbot?

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As artificial intelligence (AI) technology continues to advance, contact center leaders are able to deploy chatbots with increasingly human-like behavior to give customers more personalized support. But just because a chatbot is more human-like, that doesn’t necessarily mean it’s going to benefit your customers. I’m sure you can think of a few humans whose behavior you wouldn’t want to duplicate, right?

When looking into deploying chatbots for your customers, it is important to think about the characteristics that will actually support and enhance the customer experience. In a recent study, Forrester delved into this topic, revealing what customers today expect from their chatbot interactions.

Let’s take a look at some of the key findings below:chatbots

Multitasking is a key differentiator: According to Forrester’s research, 83 percent of people would prefer to speak to humans over chatbots if offered a choice. The most common response as to why is that people are more capable of answering multiple questions at once.

Looks matter: It might seem superficial but apparently looks matter when it comes to picking a customer service representative. 46 percent of those polled for the Forrester study said that they want a chatbot with a human appearance, while only 20 percent would want to see them as an avatar. Interestingly, half of the people don’t care whether or not it’s a male or female. But 36 percent prefer females, while 14 percent prefer male chatbots.

Manners matter too: While consumers may get caught up on the physical, we’re still concerned with personality too. Of the characteristics most desired by consumers, the most common responses were manners, caring, intelligence and a sense of humor.

In order to get ahead today, it’s not a matter of simply deploying innovative contact center solutions. You’ve got to do so in a way that will help you connect more closely with your customers. To get started today, click here.

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Rebecca Anderson

Rebecca Anderson writes on the latest research and trends related to the customer experience focusing on omni-channel and the agent experience. Rebecca provides strategy for Aspect’s social media and public relations objectives.
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