What all of these communication channels have had in common, including online chat, is that they’ve traditionally relied on humans to do the communicating.
But now that chatbots have arrived on the scene, this dynamic is starting to change.
In our survey, we provided a brief description of how chatbots work and the types of tasks brands and businesses use them for.
Then we asked our participants: What do you predict you would use a chatbot for?
By far, the most common potential benefit of chatbots that consumers pointed to was the ability to get 24-hour service (64%).And while chatbots have been in development since the 1950s, only in recent years have businesses started using them for communicating with customers and potential customers.In our survey, we found that 15% of consumers have used chatbots to communicate with businesses in the past 12 months.The takeaway: There’s alignment between consumers’ frustrations and their predicted use cases for chatbots.Consumers want to be able to use chatbots to surface information and get answers quickly and easily.