Trends Report

Forrester Infographic: Customer Service Chatbots Fail Consumers Today

November 27th, 2019

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

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