New research sheds light on consumer attitudes toward automated customer service. The CX Trends 2024 study, conducted by Octadesk in partnership with Opinion Box, reveals that 59% of consumers believe that the use of chatbots and artificial intelligence improves customer service.
Rodrigo Ricco, Founder and CEO of Octadesk, emphasizes the importance of these technologies: “Consumers crave personalized and fast shopping experiences. Chatbots and AI offer immediate and effective answers 24/7, meeting the expectations of the modern customer.”
However, the research also points to challenges. 36% of consumers reported negative experiences with chatbots, while 35% rated them as neutral. This highlights the need for careful implementation and constant monitoring of these technologies.
Consumers indicated that good chatbot service includes the option to speak to a human when needed (51%) and receiving relevant options for their problems (50%).
The study also addressed consumers' expectations regarding response times. For emails, most expect a response within one hour. On social media and messaging apps, the maximum waiting time is five minutes. For online chat and phone calls, the expectation is for a response within one minute.
Ricco concludes: “It’s not enough to just offer quality; it’s essential to optimize the entire experience and meet customer expectations where and how they prefer.”
