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.
When implemented correctly, chatbots can reduce the volume of traditional email, chat, or phone traffic; reduce costs; and increase customer satisfaction.