Gartner conducted a survey on chatbot usage in customer service, finding that only 8% of participants used chatbots, and only a quarter of them would use them again. Resolution rates varied across different queries, ranging from 48% for return/cancellation to 17% for billing disputes. Gartner emphasizes the need to improve chatbots’ ability to address customer issues for increased adoption. The survey showed an 18% difference in customers’ likelihood to reuse chatbots. While organizations understand chatbot benefits, customer understanding is limited. Although there is hope for better chatbot performance, managing capabilities and limitations is crucial.
