A new survey sheds light on consumer attitudes towards automated customer service. The CX Trends 2024 study, carried out 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 e IA oferecem respostas imediatas e eficazes 24/7, meeting the expectations of the modern customer.”
However, the research also points to 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 service includes the option to speak with a human when necessary (51%) and to receive relevant options for their problems (50%)
The study also addressed consumers' expectations for response time. For emails, most expect a response within an hour. On social networks and messaging apps, the maximum waiting time is five minutes. For online chat and phone calls, the expectation is to be served in up to one minute
Ricco concludes: "It is not enough to just offer quality; it is essential to optimize the entire experience and meet customer expectations wherever and however they prefer.”
