“Chatbots,” before ChatGPT revolutionized the world of AI, was a bit of a dirty word. To many consumers, a chatbot was a small box in the corner of screen, where a cheery automated program would offer to provide help–but then struggle to understand queries and deliver the right information.
A November YouGov survey reported that 60% of consumers felt at least fairly confident in their ability to tell a human customer service agent from a robot. And over 80% of customers are willing to wait for some period of time—for some, as long as 11 minutes—to talk to a real person, even if an AI chatbot is available immediately, according to data from Callvu, a customer service platform provider.
