80 percent of consumers who use a chatbot experience increased frustration afterwards. This has emerged from research by UJET, provider of a contact center platform. The company surveyed 1700 consumers about their experiences with chatbots.

Nearly the same percentage (78%) of those surveyed felt compelled to contact an agent because they were unable to resolve their query through an automated service channel. Two thirds indicate that the interaction with a chatbot did not result in a solution. And nearly three-quarters think using a chatbot for customer service is a waste of time. According to the study, more than half of respondents believe that a call to a live agent provides the fastest resolution and best overall customer experience.

From research of PWC that UJET cites shows that 32% of customers switch companies after one negative experience and 43% would pay more for more convenience. As companies prepare for a recession and reduce their customer service workforce, UJET's research sends a stark warning that automation alone can have major impacts, the company said. Request the report here.

Technology