Data suggests chatbots fall short — but that companies still see advantages

So much’s modified since Tay. The arrival of AI tech like ChatGPT dramatically improved the chatbot experience, showing that chatbots aren’t necessarily destined to deliver underwhelming back-and-forth conversations. But a latest survey shows that, at the very least in terms of customer support, chatbots still have an extended method to go before they meet most individuals’s expectations.

Customer engagement platform Cyara commissioned Forrester to poll over 1,500 consumers who’ve used sales or support chatbots within the last six months about their recent experiences. Near a majority said they were bearish on chatbot technologies, with roughly half agreeing that the chatbots they’ve used often frustrate them and nearly 40% characterizing their interactions with these chatbots as negative.