News » Chatbot frustration leads to consumers opting for human interaction

Chatbot frustration leads to consumers opting for human interaction

Chatbot frustration leads to consumers opting for human interaction

A recent survey carried out by business process outsourcing (BPO) solutions provider Merchants revealed that the majority of its respondents prefer to communicate with a contact center agent either via email (68%) or by telephone (62%), rather than resolve a query through a chatbot (35%).

While many people might start their query with a chatbot or digital platform, they most often end up seeking human interaction in order to resolve their query as quickly and effectively as possible, notes the survey.

“The first and possibly most important failure of chatbots comes from the organization in question not identifying what customer interactions are right for enhancement with chatbots.

This is why it is so important to have a business process outsourcing partner who understands the business and where chatbots can have a positive impact, rather than creating a negative customer experience,” said Merchants group CRO Matthew Conn.

The research was conducted through a consumer survey, among a sample of 2 000 South Africans aged between 18 years and 50+years, who were interviewed.

Read more here. 

Start your
journey today

  • Independent
  • Free
  • Transparent

About OA

Outsource Accelerator is the trusted source of independent information, advisory and expert implementation of Business Process Outsourcing (BPO)

The #1 outsourcing authority

Outsource Accelerator offers the world’s leading aggregator marketplace for outsourcing. It specifically provides the conduit between Philippines outsourcing suppliers and the businesses – clients – across the globe.

The Outsource Accelerator website has over 5,000 articles, 350+ podcast episodes, and a comprehensive directory with 900+ BPO companies… all designed to make it easier for clients to learn about – and engage with – outsourcing.

About Derek Gallimore

Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.