Infographic: How Consumers Want Companies to Use Customer-Service Chatbots

Keep it fast and simple

Upgrade your sales funnel with expert insight at Commerceweek, Feb. 28-29. Broaden your audience with improved data technology and a seamless purchase experience. Register now at 50% off.

Check out our full coverage.

As chatbots become more and more sophisticated, brands are increasingly relying on them as an easy (and inexpensive) way to provide customer assistance. Likewise, plenty of consumers are happy to skip the help line and get straight to the answer. But does that mean chatbots will totally replace live agents?

“No doubt many of the simple and repetitive questions can easily be handled by ‘digital employees,’ but consumers still prefer talking to a live person when customer service complexity comes calling,” said Tim Dryer, senior director of public and analyst relations at Aspect



Subscribe today!

To Read the Full Story Become an Adweek+ Subscriber

View Subscription Options

Already a member? Sign in

Adweek magazine cover
Click for more from this issue

This story first appeared in the July 24, 2017, issue of Adweek magazine. Click here to subscribe.