December 6, 2022, San Francisco — (Business Wire) — New research from UJET, Inc., the most sophisticated contact centre platform in the world, shows that 80% of customers report feeling more frustrated after utilising customer support chatbots.
According to the study, which used information gathered from almost 1,700 consumers over the previous 12 months, inefficient automation technology like chatbots is leading firms to lose credibility with their target audiences. Major conclusions include:
80% of customers who have used a chatbot claimed it has made them more frustrated.
After trying an automated service channel and failing to get their requirements met, 78% of customers were forced to speak with a live person.
63% of those who used chatbots said it didn’t help them solve their problem.
72% thought it was inefficient to use a chatbot for customer care.
A phone conversation with a live agent, according to more than half of consumers (54%) delivers the quickest resolution and the greatest overall customer experience.
By making sure issues are fixed after the first contact, brands might considerably enhance the customer experience (73%)
“Businesses cannot just implement automation and expect to give excellent customer service. In order to provide value for the customer, the service staff, and the bottom line of the company, leaders must be deliberate in how they develop and deploy automation “Justin Robbins, Senior Director of Corporate Communications, who oversaw the research for UJET, said “Our research shows the difficulties brands have when deploying automation to cut wait times, enhance first contact response, and boost customer loyalty. In managing these consumer encounters, finding the ideal balance between virtual and human agents is essential for success.”
According to earlier study by UJET, 87% of consumers will reduce or cancel all financial transactions with companies who cut corners in customer care. Additionally, according to data by PWC, 32% of customers will transfer organisations following a single bad encounter, and 43% are willing to pay more for greater convenience. UJET’s research serves as a clear reminder that relying solely on automation could have negative effects as businesses get ready for a recession and cut staff in the customer service division.
Through conversational AI, topic modelling, and machine learning, UJET offers cutting-edge, market-leading contact centre automation solutions. These solutions are backed by Google Cloud’s CCAI Insights. With the use of AI-Modeled Interaction Design, businesses may examine up to 100,000 customer service encounters, flag the most frequent sites of friction, and decide which processes are most suited for automation and self-service. For one UJET customer, this technology cut calls to in-store staff by 50%, freeing up more than 100 personnel to concentrate on high-value duties.
