Chatbots are lead generators, helpdesks, customer service, brand identification confirmations, and so on … but what if customers intentionally avoid talking to your bot? What are the pain points? What are the biggest obstacles to their interaction with your carefully planned “colleague”? How to overcome the illusion caused by bad experience against chatbots?
Hoping for an answer to these questions, we conducted a survey in Botium to find out what “chatbot deniers” think and what their first source of information is. We tried to evaluate their overall experience and how they react to different types of chatbots. I discuss the results of the survey and provide information about people’s likes and dislikes of interacting with chatbots. We hope these results help you optimize your business customer experience with chat technology!
We have passed the stage where chatbots are an “evolving” technology. They have been around for a long time and during that time they have rarely met customer expectations or given a positive experience. A real game changer is no longer a chatbot, but gives it real potential.
Without proper development, they can confuse rather than help users and negatively impact the overall impression of your business and the service you provide. Given how often we look for immediate results, it’s easy to see why some companies use semi-finished chatbots and decide to train it for their customers, leading to poor quality. This mindset feeds the number of people who are disappointed with conversations.
Let’s look at their perspective
According to our study, 28% of people reported that they do not interact with the chatbot under any circumstances. The refusal of new technological solutions may be due to intergenerational differences, but in our case, the “refusal group” enjoys their twenties and, based on the answers to an open-ended question, their negative attitude is clearly due to bad experience.
TOP 5 worst experience
- Dead end road
The stunning “Direct All to Conversational Artificial Intelligence” solution, along with a highly functional chatbot, is considered the most annoying customer service of all time. The bot fails, and capturing people is not an option either.
- Annoying chat bots
A chatbot that never stops opening. Worse, it shows up with an annoying sound when you just click on any website. It gives you a feeling when your fly lands on you that you simply can’t throw away. In this case, customers just leave the page without finding what they are looking for because the perceived irritation is greater than the expected benefit.
The third most frequently mentioned problem was a failed chatbot, followed by human capture, where the user had to repeat the whole problem again.
- Limited number of options
Button-based chatbots are neat, but they radically limit the direction of the conversation. Most customers find it frustrating that the conversation is very limited and the topic you are looking for is not found or they end up in an endless loop.
- Poor understanding
Surprisingly, the problem often mentioned is that chatbots do not understand the complexity of human language and ended up fifth.
In the cases listed above – even though the chat bots performed less than expected – we did not oppose instinctive rejection, and despite their disappointment, people continued to try to achieve their goals by talking to the chat bot. In this article, we want to focus on a different segment, the so-called chatbot bans, i.e. people who don’t even try to interact with chatbots by default. So let’s jump to the main point to find out the reasons:
As we take a closer look at why users aren’t happy with chatbots, we start to see that the problem can really be solved. The main reason customers often feel that chatbots are unable to deliver is simply the complexity of the task at hand. The problem is that when we move away from simple command-to-counter interactions, we end up in the complex terrain of human language and (as we saw above), if we choose a button-based structure, the discussion is very limited.
Let us remind you that at the end of the day, it is the customer who decides whether the experience was good or not. It does not matter whether we put pressure on these tools as the next best provider of rapid assistance, if they work poorly or, worse, are not used. Finally, the customer experience tells us whether the solution is even worth the investment. Don’t forget that according to the survey, only 28% of people avoid chat bots.
If we continue to look at the group we are discussing, we can get an idea of what other sources of information they want. Not surprisingly, search engines are still the most used option when it comes to finding quick answers on the Internet.
They are followed by a company website where users try to get more information. Frequently asked questions among “chatbot bans” are still a popular channel, but most of the time they are just mapping the content of chatbots (on the contrary).
What are the benefits then?
In order to get certain information from the chatbot, we need to get to a certain depth of conversation, which can take time. On the contrary, search engines and frequently asked questions allow you to easily search for keywords and go directly to your points of interest by speeding up the process.
Start investing in chatbot development! Our experience shows that companies want to stay up to date with the latest trends at the lowest possible cost. There is a famous saying: “who buys cheap, buy twice.“This is especially true for the development of chatbots. Money companies that save on quality assurance repeatedly have to resist them, often in a form that can no longer be labeled, such as frustrated customers, loss of market share, brand value and declining sales, and so on.
To make matters worse, this negative attitude was created by the entire conversational AI industry, which is very difficult to overcome. So even if you have a very smart chatbot, their bias affects users and they can avoid interaction. Therefore, it would be in the common interest of companies to introduce properly designed, trained and tested chat bots.
Unfortunately, a large proportion of users do not trust chatbots and feel that chatbots do not fully understand their problem. As mentioned, chatbots have been around for some time and a service infrastructure has also been built around them. There are chatbot testing tools developed by highly trained, experienced professionals such as Botium which helps to polish your chatbot. This quality assurance not only helps your own business, but also enhances the negative experience you have accumulated over many years, created by poorly designed robots. With the industry now offering so many opportunities to not only develop chat bots, there is no longer an acceptable excuse for a malfunctioning bot!