Honest question: Are chatbots really used or is just a nice-thing to have? When I visit website and the chatbot pops up it really feels like it disrupts MY browsing, I immediately turn it off. I really wanted to if chatbots can translate into new sales.
I'm happy that I'm not the only one who closes tab when something uninvited pops up. At the same time I wouldn't agree it's a chatbot-related issue. It's rather poor UX design.
I'm realist and IMO chatbots are not ready for handling pre-sales or sophisticated support cases. However I see a huge potential in dealing with conversations that follow known scheme. Let it be cinema reservation or flight change - they look very similar in most cases. That's where chatbots might come in.
For example in my company (LiveChat) we're experimenting with handling app onboarding by chatbot. Results are very promising :-)
A chatbot in customer service is a time saver. I know a lot of people working in customer service and they have to answer the same questions over and over and over again. The thing is that if a bot is not able to resolve an issue, the conversation is automatically transform to a human being.
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Honest question: Are chatbots really used or is just a nice-thing to have? When I visit website and the chatbot pops up it really feels like it disrupts MY browsing, I immediately turn it off. I really wanted to if chatbots can translate into new sales.
I'm happy that I'm not the only one who closes tab when something uninvited pops up. At the same time I wouldn't agree it's a chatbot-related issue. It's rather poor UX design.
I'm realist and IMO chatbots are not ready for handling pre-sales or sophisticated support cases. However I see a huge potential in dealing with conversations that follow known scheme. Let it be cinema reservation or flight change - they look very similar in most cases. That's where chatbots might come in.
For example in my company (LiveChat) we're experimenting with handling app onboarding by chatbot. Results are very promising :-)
A chatbot in customer service is a time saver. I know a lot of people working in customer service and they have to answer the same questions over and over and over again. The thing is that if a bot is not able to resolve an issue, the conversation is automatically transform to a human being.