Trends Report

Forrester Infographic: Customer Service Chatbots Fail Consumers Today

November 27th, 2019
Ian Jacobs, VP, Research Director
Ian Jacobs VP, Research Director
Andrew Hogan, null
Andrew Hogan

Summary

Brands increasingly rely on chatbots for customer service as a way to deflect inbound calls and reduce costs, but Forrester Analytics data shows that consumers aren’t thrilled. Consumers are reluctant to trust a chatbot to resolve their service issues, and they remain skeptical that chatbots can provide a similar level of service as a human agent. When implemented correctly, chatbots can reduce the volume of traditional email, chat, or phone traffic; reduce costs; and increase customer satisfaction.

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