Report: Consumers face challenges using chatbots to resolve queries

The findings stated that though 97% customers admitted using a chatbot online, more than half the customers said chatbots did not understand the queries. — Mail vector created by vectorjuice - www.freepik.com

With more customers using chatbots to resolve issues during the recent lockdown, they admitted to facing challenges in using AI-enabled chatbots to resolve their queries across brand websites, said a report from WATConsult, a Dentsu India owned digital marketing agency.

The report surveyed over 700 people across the country in April-May 2021. The findings stated that though 97% customers admitted using a chatbot online, more than half the customers said chatbots did not understand the queries. 47% said chatbots did not provide precise answers and took a longer time to process and respond to the query (44%).