chatbots are now established as a channel for customer communication. The level of awareness and areas of application are constantly growing. Despite, or presumably because of, the huge growth, voices are being heard again and again discussing the acceptance of chatbots by users.
Understandable, after all, a chatbot is to be seen as an innovative and unique communication channel, in which the respective user does not communicate with a person, but casually speaking with a machine. If a company implements a chatbot, it puts resources and time into this channel, so the goal must be that website visitors actually use this channel and that it brings them added value.
The status of acceptance of chatbots will be clarified in the following text.
Two independent studies are used for this purpose and finally the internal moinAI experience with regard to chatbot acceptance is also used for suitable tips in order to obtain the highest possible user acceptance of chatbots.
The”Conversational Business 2020 study” Aalen University has set itself the goal of “gaining an up-to-date and holistic opinion on the understanding and use of conversational business among consumers and within companies.” Representative online studies, online surveys and expert interviews were carried out for this purpose. The study focuses on conversational business in terms of messengers, RichSMS, smart speakers and digital assistants.
As a result, part of the study deals with user acceptance of chatbots and shows that chatbots are now well known:
Around 47% of the 603 consumers surveyed said they had already communicated with a chatbot, 15% of the respondents did not yet have this but would be willing to do so.
Another very interesting thing about the study is why the interviewees communicate with a chatbot:
- 58% for service/ advice
- 45% for information (e.g. sending status, about the product)
- 24% for the purchase of products/services
Communication with chatbots or other automated systems is rated as largely positive. Around 63% of respondents rate their experience as “rather positive,” “positive,” or “very positive.”
The study by Aalen University clearly shows that there appears to be acceptance, if not positive, openness to chatbots.
This is crucial for a chatbot project. Because with user acceptance and openness, the successful success of a chatbot project rises and falls.
Even the moinAI Partner Userlike has taken a close look at the topic of customer perception in chatbots, true to the motto: “Every company wants one. But what do customers think of it anyway? We asked ourselves the same question here at Userlike.”
The popularity of chatbots is now seemingly high
Objective of study It was to get as objective a picture as possible of how many consumers use chatbots, what their experiences are with them and what advantages and disadvantages are from the interviewees' point of view. Of the 415 respondents, around 80% answered “yes” when asked whether they had ever communicated with a chatbot.
A very interesting question that Userlike asked study participants is what companies are doing right when using chatbots:
77% opted for the human takeover, i.e. the option of being forwarded by the chatbot to a human employee.
👉 That's thanks to moinAI Live chat integrations By the way, it's easily possible. And as a chatbot provider, we also recommend offering users a way to connect with a human employee.
What is appreciated about chatbots and perceived as an advantage?
The speed of chatbots is the most popular: Around 68% of respondents appreciate that chatbots are like this Respond quickly. This property is followed by two more: That a chatbot also outside service hours answers and that a chatbot is able to do so to a to forward human employees.
What is seen as a disadvantage?
The other way around was also asked, namely what is perceived as a negative aspect of using chatbots. At 60%, the option that the chatbot was unable to solve the problem and the respective user wanted to talk to a person “wins” here. So a missing human takeover or a so-called dead end/ Dead-End in Conversation Flow (the chatbot does not offer any other means of interaction).
For which purposes is a chatbot often used or accepted?
According to the Userlike survey, the people surveyed are happy to communicate with a chatbot to make simple inquiries, such as inquiries about a product, a return or even to pay an invoice. Complaints are reluctant to communicate with a chatbot. This result is also in line with the recommendations made by moinAI's customer success management based on many years of experience:
Chatbots are ideal for resolving typical, simple and recurring inquiries, but not for resolving emotionally charged concerns (as complaints usually are more or less). You can find out more about this in the article “What can a chatbot do? What can't a chatbot do?”
Very few speak out against chatbots
By the way, only 9% of participants stated that in their opinion, companies should not use a chatbot. It can be concluded that the majority of respondents agree or are satisfied when companies use a chatbot in their customer communication.
Based on both surveys, it can be seen that the majority of users at least accept, if not even endorse, a chatbot.
What does it look like in practice?
What can companies actively do to trigger not only user acceptance but also enthusiasm for a chatbot?
moinAI
by knowhere was one of the first chatbot providers on the German market. Accordingly, there is a great deal of experience and a lot of practical know-how within the team.
Managing Director Frederik Schröder was asked by an audience about the state of acceptance of chatbots. His answer to that:
“As a user, I simply want to have my problem resolved as quickly as possible. And why most people write “I want to get an individual answer” is because they feel that an individual answer is more likely to solve their problem. But if I now manage to offer the right solution through a chatbot — and often the solution also lies in speed — it is worth just as much as an individual answer. This means that if the answers that a chatbot gives me either solve my problem faster or solve it directly, then I am definitely ready to chat with a chatbot, regardless of the context.
However, if the chatbot doesn't help me and answers me and me with standard texts that don't offer me any added value — then of course I want someone on the phone who I can nail down more precisely so that they really help me. That is why it is so important to really add value when designing the answer dialogs and to help the user with every chat and, of course, when the chatbot doesn't know what to do anymore, always hand it over to the person. We at moinAI do not have a chatbot in which it is not possible to hand over the dialogue to a person. But then it is recommended for complex or emotional questions and not for questions that can also be helped with a link as an answer, for example.”
Tips for high user acceptance
This is how your website visitors not only accept the chatbot, but also have a great experience:
1. Communicate from the start that it is a chatbot/digital assistant.
In order not to set false expectations, it is important to present the chatbot as just that. This can be done by means of a suitable welcome message, a suitable “non-human” name and an image that does not depict a person, but an avatar, etc.
2. Guarantee the possibility of forwarding to a person
The “human takeover” has already been addressed above. It describes the possibility that a chatbot user, if the chatbot does not provide a suitable answer, is forwarded to a human employee, for example from the service. Ideally, this is done via live chat. However, it is also possible that the chatbot user's request is forwarded by email and that the team can answer by email or phone call.
3. Make the chatbot friendly
Service workers are sometimes in interpersonal situations where it takes a lot of effort to remain friendly. For a chatbot, on the other hand, there is almost nothing easier than being friendly. How does that work? Use polite and friendly phrases when drafting and writing answers. Of course, the chatbot can and should also have its own character — but if possible, do not provoke, otherwise it will be quick and the chatbot is in a battle of words that it cannot do justice to.
4. Fallback messages that offer the user alternative options
The fact that a chatbot does not understand all inquiries is a fact that should not be concealed. However, it is particularly important how an ununderstood request is dealt with. If a chatbot doesn't understand a question, it plays a so-called fallback message, i.e. a message that expresses that the chatbot did not understand the user's question. Users can't do much with a message such as “Unfortunately I didn't understand your question.” At this point, it is more helpful to give users possible options, prompts, or a direct call-to-action, such as “Can you rephrase your question?” Or: “Unfortunately I didn't understand your question, but is one of these topics relevant to you?” and use buttons to suggest the most popular topics. In many cases, this has already helped users.
Conclusion: People like talking to machines — as long as they are helped
The two studies mentioned above show very clearly that there is a general acceptance and openness to chatbots. This basic acceptance is a wonderful foundation for a successful chatbot project. If you now follow the tips and offer real added value using a chatbot, nothing stands in the way of success.
Because it's actually quite simple; in the end, it's not so much which channel the user is helped via, but how quickly and how well. A chatbot can offer both quality and speed and thus satisfy users with a fast and good service — so that acceptance of chatbots no longer has to be questioned. Ultimately, the customer accepts the fastest and best way to help him or her.
Find out everything about intelligent chatbots, their uses and potential in our ultimate chatbot guide.
