One Negative Chatbot Experience Is All It Takes to Turn Away Customers

One negative chatbot experience drives away 30% of customers

Today, a new survey was conducted by 1,554 consumers around the world to find out about their most recent chatbot experience. The average chatbot experience rating was 6.4/10, or 64%. Nearly 40% of consumers reported that they were frustrated by their chatbot interactions. Forrester Consulting commissioned the survey on behalf of Cyara.

Chatbots are generally viewed favorably by consumers, who appreciate their 24/7 support, quicker response times and autonomy. Chatbots are ranked higher than any digital communication channel or speaking with a real agent.

Nearly 40% are unhappy with their chatbot experience.