Report: Aussies happy talking to chatbots

New survey shows Australians prefer interacting with customer service bots on quick and simple tasks

Three quarters of Australians prefer interacting with customer service bots to achieve simple tasks, a new report has revealed.

The LivePerson report, How Customers View Bots in Customer Care, showed consumers are happy for bots to do simple tasks and are warming to bots as the expectation for better and faster service is on the rise. In fact, to be considered ‘excellent’, the ideal wait time for customer service is now expected to be less than two minutes.

Globally, the majority of the 5000 surveyed consumer said they are warming to bots, but 56 per cent would prefer to interact with a human. And most consumers still prefer to have human help for more complex enquiries.

Being ‘misunderstood’ by bots is the largest fear for consumers, but 40 per cent said they were occasionally lying or exaggerating to a customer care agent to get the solution they want.

In Australia, a majority of Australians have a positive or neutral perception of using a bot to communicate with a brand’s customer service. Forty-two per cent of Australian respondents rate their overall perception of bots as positive while 47 per cent rate it as neutral. This is compared to global averages of 38 per cent and 51 per cent, respectively.

When asked why they thought bots were being used by companies, 50 per cent of Australian respondents believed it was to offer faster or better customer service as opposed to simply being a cost-saving tool for the company.

According to the research, Australian consumers trust bots for simple tasks, such as account balance inquires (75 per cent), updating personal details (59 per cent), and finding specific products (53 per cent). However, more complex tasks, such as applying for a credit card or loan, were deemed to be better handled by humans.

LivePerson’s regional vice president for APAC, Steven Fitzjohn, said bots excel most when they are treated as specialised agents, focused on specific and simple tasks.

“With these specialised bots working alongside human customer care agents and taking care of the routine tasks, humans are freed up to handle the more complex enquiries, allowing businesses to provide the high-quality service customers expect,” he said. “The popularity of bots is increasing, as businesses look to streamline their customer service experience, but consumers remain hesitant and concerned that bots will not be able to handle the complexity of some situations.

“It comes down to service. Consumers want their issues resolved quickly and easily, regardless of whether it is a friendly bot or human. The key is managing both human agents and bots in one platform, allowing for seamless handoffs in both directions between bots and humans so consumers can have one thread with a simple and painless experience.”

Follow CMO on Twitter: @CMOAustralia, take part in the CMO conversation on LinkedIn: CMO ANZ, join us on Facebook: https://www.facebook.com/CMOAu..., or check us out on Google+:google.com/+CmoAu

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.
Show Comments

Latest Videos

Conversations over a cuppa with CMO: ABC's Leisa Bacon

In this episode of Conversations over a Cuppa with CMO, ABC's director of audiences, Leisa Bacon, shares how she's navigated the COVID-19 crisis, the milestones and adaptability it's ushered in, and what sustained lessons there are for marketers as we start to recover.

More Videos

Zero proof spiritsUsa since 2011 www.arkaybeverages.com🤪🤟

Sylvie

How this alcohol-free spirits brand rode the health and wellness wave

Read more

okay this a good newsmaybe i gonna try it

kenzopoker1

CMO's top 8 martech stories for the week - 9 July 2020

Read more

Very insightful. Executive leaders can let middle managers decide on the best course of action for the business and once these plans are ...

Abi TCA

CMOs: Let middle managers lead radical innovation

Read more

One failing brand tying up with another failing brand!

Realist

Binge and The Iconic launch Inactivewear clothing line

Read more

I am 56 years old and was diagnosed with Parkinson's disease after four years of decreasing mobility to the point of having family dress ...

Nancy Tunick

The personal digital approach that's helping Vision RT ride out the crisis

Read more

Blog Posts

MYOD Dataset: Building a DAM

In my first article in this MYOD [Make Your Organisation Data-Driven] series, I articulated a one-line approach to successfully injecting data into your organisation’s DNA: Using a Dataset -> Skillset -> Mindset framework. This will take your people and processes on a journey to data actualisation.

Kshira Saagar

Group director of data science, Global Fashion Group

Business quiet? Now is the time to review your owned assets

For businesses and advertiser categories currently experiencing a slowdown in consumer activity, now is the optimal time to get started on projects that have been of high importance, but low urgency.

Olia Krivtchoun

CX discipline leader, Spark Foundry

Bottoms up: Lockdown lessons for an inverted marketing world

The effects of the coronavirus slammed the brakes on retail sales in pubs, clubs and restaurants. Fever-Tree’s Australia GM Andy Gaunt explains what they have learnt from some tricky months of trading

Andy Gaunt

General manager, Fever-Tree Australia and New Zealand

Sign in