For example, take research from live chat platform Userlike
conducted last year. They found that, of the consumers they surveyed, many would prefer to skip chatbots – 60% say they would rather wait in a queue for a human representative. And although 80% of those surveyed said they had used a chatbot, it was their speed and convenience that was identified as the biggest attractions. That is to say, consumers seem to trust chatbots for basic requests and assistance, but they are no match for human interactions or real customer service agents.