LONDON—Credit unions considering employing chatbots to support their member should pay attention to a new report that says consumers are not happy with the service.
While a good number of consumers, 72%, say online chat interaction makes for a more loyal customer and nearly a third will use chatbots, the experience is not very fulfilling, according to the Eptica 2017 UK Chat Study.
The report shares that just 15% of consumers are happy with chatbot interaction, explained Mobile Payments Today in its analysis.
The study shows that 65% of consumers are happier using chat compared to five years ago, but 69% have complaints, ranging from queue time waits to not getting the correct information from customer service agents, Mobile Payments Today said.
“While consumers are open to artificial intelligence chatbot tools, they don't want them in every interaction, as 77% want to chat with a human when it comes to complex customer service issues,” Mobile Payments Today said.