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How did we survive without chatbots?

I think there is no need to explain what is a chatbot but just in case - a chatbot is a computer program designed to simulate conversation with human users, especially over the Internet, and it is our everyday connection. The first chatbot was developed in the 1960s and it took 49 years for a company in China to invent a more advanced chatbot. Overall, we are familiar with chatbots for almost 60 years but it has become a part of our lives in the past 5 years.

Chatbots get more and more advanced and human-like each day and lots of web stores and marketing companies can’t live without them. More importantly, we are finally ready to speak with chatbots and it is proved by a report which shows that 63% would consider messaging chatbot for quick emergency answers. That means a customer will more likely call or message than write an e-mail. And 37% of Americans have admitted they would make a purchase via chatbot.

I believe some employees thought they will be replaced with chatbots like we thought it will happen (robots would take over) but just like other programs, chatbots were designed to make human life easier. In a US finance organization, support has reduced 30% of expenses with replacing human resources with chatbots. For instance, Talkpush is one such company reporting 65% efficiency in costs, 10 times faster processing and 35% candidate satisfaction for its clients. A pool of ticketing and support chatbots have reported 57% retention rate, 77% with internal navigation functionalities and 92% faster responses. Chatbots take over or simplify everyday work.

Now chatbots have become so human-like that probably we can’t even tell if we are talking to a person or a robot. A chatbot can take our pizza order, make an appointment to the hairdresser, select candidates or even give psychological advice. A big plus for chatbots is that they can operate with multiple conversations at once, not like a human who can operate them one by one. And also it is available 24/7 with instant response.

But what happens if your chatbot is bad and too robotic? DigitasLBi report shows that 73% of Americans wouldn’t use a company’s chatbot after a bad experience. And also Mindshare’s report shows 61% percent of people would find it more frustrating if a chatbot couldn’t solve a problem vs. a human. A bad chatbot could lose a lot of purchases! Mindshare’s report has made it clear that people (75%) want to know whether they talk to a human or a robot but they don’t mind talking to a robot if they know it.

Contact us if you want to know more and avoid chatbot that is too robotic for your e-commerce store!

Linda Roze
Human Resources
Apr 26
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