A majority of UK consumers (58%) are happy to use chatbots. A third state that their confidence in chatbots is increasing. This is according to research by the British CCMA (Call Center Management Association). The CCMA surveyed 2.000 British consumers.
According to CCMA Research Director Stephen Yap, the pandemic has accelerated the development of chatbot technology. He states that the chatbot is on its way to becoming a trusted part of self-service facilities. He does think that more work needs to be done to increase trust and that human employees should remain available for complex questions.
The CCMA therefore gives five tips to contact centers that want to get started with chatbots. One is opting for the chatbot's strengths, such as selecting simple questions and routing questions; and another tip is to always build in the escalation to a live agent.
The report of the CCMA can be downloaded here.
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