A new survey of 1,554 consumers worldwide about their recent chatbot experiences was released today. The respondents gave their chatbot experiences an average rating of 6.4÷10 or 64%. 50% of consumers said they often feel frustrated their interactions with chatbots and nearly 40% of these interactions were said to be negative. The survey was commissioned by Forrester Consulting on behalf of Cyara.
In general, consumers view chatbots favorably, as they provide 24/7 support, faster response times, and autonomy. As a result, chatbots typically rank higher than speaking directly with an agent or any other digital channel of communication.
Nearly 40% of consumer experiences with chatbots are negative.
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