Reasons for the (non-)use of chatbots
The word chatbots can be read more and more frequently and more and more people are talking or writing about the topic. But is everyone really talking about the same topic?
- Does everyone understand the term “chatbot” in the same way?
- Why isn’t every company using a chatbot yet (only 37% of respondents have used bots in their company to date)?
- And very importantly, what do companies and users actually expect from a chatbot?
I tried to find out these and many other questions in my current chatbot study. The survey took place in the DACH region in May and June (2020). Around 250 people from different sectors and company sizes took part.
The results are interesting. They offer great potential for the more targeted use of chatbots and also raise new questions.
The most important facts summarized here:
Although everyone is talking about chatbots, only 37% of respondents have used chatbots in their company so far. This is probably due to the fact that there is still too much ignorance about chatbots. 62% of survey participants admit that they lack the necessary knowledge in their company. 17% say that the bots can’t do enough so far and that it therefore doesn’t make sense to use them yet. It is encouraging that only 2% of respondents see price as an obstacle to chatbots.
The most popular use case for chatbots is once again the customer service bot (73%). Only 8% see the chatbot for internal process handling(more on bots for process handling here).
14% would see the chatbot as a good way to generate leads (how this can work can be found here, among other places).
And why use chatbots now? Multiple answers were possible for this question. As a result, 64% cite the increase in efficiency as the greatest added value of bots. At the same time, 62% of survey participants consider bots to be a good method for increasing customer satisfaction.
Only 13% of participants see the advantages that bots bring to marketing and sales, for example through cross-selling and up-selling.
Now it’s getting exciting. What are the DACH respondents willing to pay? The majority would invest around EUR 5,000 for the first chatbot. It quickly becomes clear from this that most people want to start with a rather small and simple use case before investing several EUR 10,000.
However, it is questionable to what extent a good customer service bot can be implemented for CHF 5000. As a rule, these types of bots tend to be used in marketing or sales.
The survey comprises a good 14 questions and can be ordered directly here. Please fill out the following form.
