The full adoption of chatbots can only happen if and when the technology proves it can provide real problem solutions. For consumers, some of the frequent issues with websites include inability to obtain simple answers, or data that should be readily accessible like address or contact information. When you add the complexity of navigating some websites, it is clear that businesses no longer satisfy customer requirements in digital world. Chatbots can serve the purpose of getting the right information in real time and providing solution to customer issues.

Key Takeaways:

  • The most common frustrations with users include not being able to navigate and having trouble getting simple answers.
  • Chatbots allow users to get quick answers without having to navigate to far corners of your website.
  • A large number of people are still hesitant to use chatbots as some prefer human interaction. As time goes on we think people will become more comfortable.

“So in order to better understand where the opportunity lies for chatbots, we asked our 1,000+ survey participants to think about the online services they use today, such as search engines, messaging apps, product/service websites, and mobile apps.”

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