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Consumers like chatbots but prefer human interaction

July 17, 2019

Chatbot integration may have gotten off to a bumpy start, but the Drift and SurveyMonkey Audience report indicates that younger consumers may be more willing to engage with the technology. Per the report, 35% of consumers ages 18 to 24 said they had used chatbots more, while 27% consumers age 25 to 34 and 29% of consumers age is 39 to 44 said the same thing.

However, consumers, for the most part, continue to want human interaction. With the exception of getting 24-hour service, respondents consistently said live chats with human beings outperformed chatbots for a variety of reasons, including convenience, ease of communication and good customer experience, according to the report.

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