According to new research conducted by Aspect Software Research, 44% of 1,000 adults ages 18-65 said that they would rather use a chatbot than talk to a real human when dealing with customer relationship managements (CRM) issues.
CHATBOTS EXPLAINED: Why businesses should be paying attention to the chatbot revolution THE CHATBOT MONETIZATION REPORT: Sizing the market, key strategies, and how to navigate the chatbot opportunity CHATBOTS EXPLAINER: Conversation may power revenues for the next decade This story was delivered to BI Intelligence Apps and Platforms Briefing subscribers. To learn more and subscribe, please click here. US consumers appear to be warming up to the idea of using of chatbots as a customer relationship management (CRM) tool, according to new research from Aspect Software Research. In its online survey of more than 1,000 18- to 65-year-old US consumers, 44% said that if a company could get the experience right, they would prefer to use a chatbot or automated experience for CRM. That’s up four percentage points from the share of respondents who noted the same response in 2015.