Trends Report

Forrester Infographic: Customer Service Chatbots Fail Consumers Today

January 30th, 2019
With contributors:
Anjali Lai , James McQuivey, PhD , Daniel Hong , Katie Hampton , Sarah Dawson , Shayna Neuburg

Summary

Brands increasingly rely on chatbots for customer service as a way to deflect inbound calls and reduce costs, but Forrester Analytics data shows that consumers aren't thrilled. Consumers are reluctant to trust a chatbot to resolve their service issues, and they remain skeptical that chatbots can provide a similar level of service as a human agent. Application development and delivery (AD&D) pros should use this Forrester Infographic to understand why consumers don't like chatbots for customer service and what to do about it.

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