Chatbot or no chatbot? The Trustpilot survey

[mdabuhasan]

New research conducted by Trustpilot highlights how more than half of Italian consumers distrust chatbots , software designed to simulate a conversation with a human, which an increasing number of companies are using to provide additional support to their customers in line with ongoing digital transformation processes . Yet it seems that for now, chatbots cannot replace physical customer support ; in fact, their adoption can sometimes even be detrimental , given that a portion of that same sample says they are wary of making purchases from sites that exclusively use chatbots in their customer interactions.

Among the key findings, nearly three-quarters of Italian buy bulk sms service consumers don't believe chatbots can replace the human element of customer service. Conversely, only a small portion of respondents believe a chatbot can perform as well as a human.

More discouraging is the thought that chatbots will never be as intelligent as living beings and that they will always be devoid of the human factor .

In reality, the problem likely stems from the age-old fear that machines could replace human labor. Indeed, nearly half of those interviewed feel threatened by the idea that chatbots could completely replace physical customer service.