Why Chatbots Are Falling Silent: Uncovering the Decline in Chatbot Engagement
Anexa BPO
NOVEMBER 12, 2023
According to a recent Gartner Survey , only 8% of customers used a chatbot during their most recent customer service interaction. Adding to the survey’s surprising findings, only 25% of those who did use chatbots said they would use them again. In fact, B2B customers demonstrated the most mistrust of chatbots, with only 7% of participants saying they used chatbots.
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