A new study sheds light on consumer attitudes towards automated customer service. The CX Trends 2024 study, conducted by Octadesk in partnership with Opinion Box, reveals that 59% of consumers believe that the use of chatbots and artificial intelligence improves customer service.
Rodrigo Ricco, Founder and CEO of Octadesk, emphasizes the importance of these technologies: “Consumers crave personalized and fast shopping experiences. Chatbots and AI offer immediate and effective responses 24/7, meeting the expectations of the modern customer.”
However, the research also highlights challenges. 36% of consumers reported negative experiences with chatbots, while 35% rated them as neutral. This highlights the need for careful implementation and constant monitoring of these technologies.
Consumers indicated that good chatbot support includes the option to speak to a human when needed (51%) and receive relevant options for their issues (50%).
The study also addressed consumers' response time expectations. For emails, most expect a response within an hour. On social media and messaging apps, the maximum waiting time is five minutes. For online chat and phone calls, the expected response time is up to one minute.
Ricco concludes: “It’s not enough to just offer quality; it’s essential to optimize the entire experience and meet customer expectations wherever and however they prefer.”
