Today, nearly every brand’s website features a chatbot to support customer interactions. But just because chatbots are widespread doesn’t mean they provide the best possible customer experience (CX). Many scripted chatbots are clunky, unhelpful, difficult to navigate, or all of the above.
Rather than enabling greater convenience and connection, basic chatbots can worsen experiences for consumers. Even a single negative chatbot interaction can prove detrimental for brands:
Why are so many chatbots falling short of expectations — and what can brands do to get more out of these technologies? The answer isn’t scrapping automated CX tools entirely; it’s replacing them with more advanced AI tools.
