The survey highlights that chatbots are increasingly adopted for faster responses and cost savings.
New Delhi: A survey conducted by Kapture CX, a provider of AI-powered customer experience solutions, has revealed that ineffective chatbot assistance is the primary frustration for online shoppers, with 43% of respondents citing it as their top pain point, a release by the company said.
The survey highlights that while chatbots are increasingly adopted for faster responses and cost savings, they often fall short in handling complex queries and providing personalized support. As online shopping evolves, consumers expect chatbots to be more intuitive, empathetic, and capable of addressing nuanced issues.
“Chatbots are excellent for basic tasks, but they lack the depth needed for more complex customer interactions,” said Vikas Garg, co-founder, Kapture CX. “Our survey makes it clear that shoppers want a seamless experience powered by both AI and human agents. Brands must embrace hybrid models to meet these expectations.”
Apart from chatbot inefficiencies, the survey identified other significant challenges for online shoppers.
- Delivery scheduling problems: 28% of respondents were dissatisfied with delays and inconvenient timeframes.
- Payment issues: 20% pointed to transaction errors or difficulties during checkout.
- Order tracking struggles: 9% reported challenges in tracking their purchases.
The survey results indicate that consumers are not opposed to AI in customer service. Instead, they prefer a hybrid approach, where:
- AI chatbots efficiently handle routine inquiries.
- Human agents provide empathetic and personalized assistance for complex issues.
“With advancements in generative AI, bots can now understand emotions and intents better, escalating issues to human agents when necessary,” added Garg. “This ensures a smooth and efficient customer journey that balances AI’s speed with the human touch.”
Kapture CX is an AI-powered customer experience platform designed to streamline support operations and enhance customer satisfaction. Its solutions empower businesses to deliver seamless, personalized, and efficient service, driving stronger customer relationships and business growth.
