Yet 40% of these customers would prefer a human over a chatbot. Why?

Fully 41% of respondents said chatbots don’t provide enough detailed answers, while 37% said chatbots aren’t helpful generally. Six in 10 said they would give up on a chatbot if the issue is too complex, and 41% would do the same if the chatbot directs them to FAQs. 

This isn’t the time for deep personalization—most don’t care that a chatbot conversation feels impersonal (13%). They just want to get a problem resolved quickly. More than one-third do expect a customer service rep to be familiar with and have access to all of their prior interactions, though. 

Sourced through Scoop.it from: retail.emarketer.com