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Pain Points in Using Chatbots

There are many obvious benefits to using chatbots (for example, reduced support costs) but they appear to be falling short of consumer expectations.

According to a new survey out from eGain, a small majority (53 percent) of respondents, in fact, found chatbots to be “not effective” or only “somewhat effective.”

Why aren't these solutions solving digital enterprises service and support related issues?

The eGains report revealed that 59 percent of respondents found that having to repeat information and context to a human agent in the event of escalation from chatbots was the biggest hassle by far in using virtual assistants. eGain suggested that the reason may be a result of chatbot deployments being "disconnected" from agent-assisted touchpoints. 

The second biggest deterrent at 32% (29% US and 37% UK) was chatbots “getting stuck" and not knowing what to do next. eGain suggested that this problem in particular could result from a lack of focus on knowledge management used to power chatbots.

Consumers with higher education found chatbots to be twice as ineffective as the less educated consumers did—13% of respondents with undergraduate or graduate degrees rated chatbots as “not effective” versus 7% of those with high school diplomas or incomplete high school education.

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