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Not So Fast with Chatbots (Until You Read These Best Practices)

Posted on 1.08.2017

Decreasing time spent on customer service and increasing the time it takes for customers to resolve issues, are wins for enterprises but new data out of LivePerson indicates consumers only trust bots for certain tasks, some of which are counter-intuitive to the basic functions of chatbots according to the company.

For example, 52.4 percent of respondents would trust a text bot to assist in recommending a restaurant, but only 12.4 percent would trust a text bot to assist in finding and applying for a credit card. Read on to discover more tasks people wouldn't trust chatbots with:

30.5 percent wouldn’t trust a text bot to assist with anything (booking a flight, recommending a restaurant, finding and applying for a credit card, ordering a new phone, purchasing a new outfit

Only 9.6 percent of respondents would trust a text bot to assist with finding a match for a date, and only 4.9 percent would trust it to diagnose an illness

16.5 percent would trust a bot to count their ballot for president

5.1 percent would trust a bot give legal advice

6.2 percent would trust a bot recommend a financial plan

LivePerson data also resulted in some "best practices" for brands using bots:

80.3 percent of respondents want to know if they’re talking to a bot or human - so it's best to stay transparent about who's talking

66.6 percent of respondents assume that bots are a cost-saving measure for the company instead of an investment in faster/better service - brands need to deliver better service via bots in order to overcome this hurdle 

53 percent of respondents believe that a chatbot wouldn't understand a question, and 49.6 percent believe that they would create a frustrating experience - brands need to determine if their bots are able to deliver a good customer experience before making their debut

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