REDWOOD CITY, Calif.--(BUSINESS WIRE)--Today, Cyara, provider of the award-winning Automated Customer Experience (CX) Assurance Platform, released a new global study that shows while most customers want to use chatbots for automated support, many businesses fail to deliver positive chatbot experiences even as they increasingly rely on them as primary methods of customer interactions online. Additionally, more than half of customers believe a positive or negative chatbot experience is a reflection of the overall brand.
The survey, conducted in November 2022 and commissioned by Forrester Consulting on behalf of Cyara, explores the consumer sentiment about chatbots. The study polled 1,554 global consumers who have used sales and/or support chatbots in the last six months about their recent chatbot experiences and expectations.
For most respondents, chatbots were the top way consumers typically interacted with brands in the last six months. However, consumers surveyed gave their chatbot experiences an average rating of 6.4/10 or 64%—equivalent to a D grade. When specifically asked about their chatbot interactions, 50% of customers said they often feel frustrated; nearly 40% of these interactions were said to be negative.