Consumers find chatbots disappointing, but that won’t harm adoption

A lot’s changed since Tay. The advent of AI tech like ChatGPT dramatically improved the chatbot experience, showing that chatbots aren’t necessarily destined to deliver underwhelming back-and-forth conversations. But a new survey shows that, at least when it comes to customer service, chatbots still have a long way to go before they meet most people’s expectations.
Customer engagement platform Cyara commissioned Forrester to poll over 1,500 consumers who’ve used sales or