A lack of integration between chatbots and human support is the biggest irritation when using chatbots. This is according to an independent survey by Chatbots.org, commissioned by eGain, among 3000 consumers in England and the US.

The research group of 3.000 consumers used a chatbot for customer service in the previous 12 months. The following main findings emerge:

• In an escalation with a chatbot, 59% of respondents had to repeat the information and context when talking to a live agent. According to the researchers, integration between the virtual agent and the live agent is often lacking;
• 32% got stuck in the conversation with the chatbot, due to a lack of knowledge management to enrich chatbots;
• 53% of consumers surveyed think chatbots are not or partially effective;
• 22% of Gen Z and 15% of millennials find them very effective. A statement? They are digitally minded;
• Consumers with a higher level of education find chatbots two times less effective than less educated consumers. Educated consumers may challenge chatbots to solve more complex service problems.

barriers

“We wanted to understand the barriers consumers face when using chatbots to drive their adoption,” said Erwin van Lun, CEO and founder of Chatbots.org.
"The findings of the study help technology providers improve their offerings and help companies select and deploy chatbots the right way to make it easy for consumers.”

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