Quality Assurance: Why Chatbots Boost Efficiency But Struggle With Customer Trust

Chatbots have entered the chat of many customer-service conversations at this point, and for those consumers on the other end, there are a few fairly-even splits in evaluating the experience, according to CSG’s latest report.

• Two in five consumers (41%) say chatbots are more effective at resolving issues than humans.
• 54% consider being routed to an AI chatbot as meaning the brand doesn’t care about them
• 46% take being routed as the brand using “a more efficient system”
• 56% aren’t comfortable with the AI taking actions on their behalf

“There’s a path to broader AI adoption among consumers when it comes to customer support,” says the report, which found the top factors for increasing the automated confidence being smoother transfers when a human agent is needed, issue-resolution on the first attempt, and the use of clear language.

As for tasks that consumers are most comfortable with AI handling, 77% said resolving a question or issue, 70% said reviewing account details, and 68% said appointment management.

  (Source: CSG)

“Prioritize AI applications that reduce notification noise and shorten time to resolution,” the report recommends. “Write communications for understanding. Make sure chatbot and self-service interactions avoid jargon and talk like your people do.”

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