(2018-10-19) New Data Indicates People Don't Use Chatbots Like We Think

New Data Indicates People Don't Use Chatbots Like We Think. The majority (65 percent) just wish that conversations were with a human agent... top complaints about chatbots include not enough smarts to effectively answer questions

Perhaps this is why Americans use bots more post-purchase than pre-, as 66 percent turn to them to track an order and 41 percent to update mailing addresses. Given that the current trend is developing chatbots to answer product questions, these use cases are far different than what some companies are training for. And because of how natural language processing works, training a chatbot for one use case won’t necessarily make it communicate effectively for another. This, perhaps, is the best insight this new data can provide: How skilled does a chatbot really need to be at what?