Consumers find chatbots disappointing, but that doesn’t harm adoption •

by Ana Lopez

Data suggests chatbots are falling short, but companies are still seeing benefits

A lot has changed since Tay. The advent of AI technology like ChatGPT has dramatically improved the chatbot experience, showing that chatbots are not necessarily destined to have disappointing back-and-forth conversations. But a new study shows that chatbots, at least when it comes to customer service, have a long way to go before meeting most people’s expectations.

Customer engagement platform Cyara commissioned Forrester poll more than 1,500 consumers who have used sales or support chatbots in the past six months about their recent experiences. Nearly a majority said they were negative about chatbot technologies, with about half agreeing that the chatbots they used often frustrated them and nearly 40% characterizing their interactions with these chatbots as negative.

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