Companies increasingly have to deal with the question of whether or not to create a chatbot to enrich the user experience on their websites (ie : for customer support services).

What do consumers really think about chatbots ? 🤔

With this question in mind, Botnation conducted a survey among exactly 1984 professionals and 2041 consumers so as we could analyse new trends. The results are astonishing ! We found out chatbots are truly seductive for this audience.

We wanted to share the results with you through a playful infographics.

1) So, what did you find out ?

2) Tell me more !

59% of the consumers appreciate asking questions to a chatbot.

89% love receiving a fast answer but 84% hate being misunderstood.

51% are more confident in chatbots for accurate answers but 67% prefer talking to a human for sensitive or complex subjects.

Chatbots still have to progress, according to 84% of consumers and to 71% of professionnals.

52% of the consumers think chatbots can totally replace humans in the day to day relationships whereas 79% of the professionals consider them as an extra tool.

"Web sites have been more and more offering interactive and automated communication tools. We call it "chatbot", the term comes from a contraction between the word "chat" and "robot". A chatbot is then a program made to automate interactions with users through a messenger platform or app, like Facebook Messenger or WhatsApp. This survey aimed at understanding those automated systems' reputation as it's mostly the first contact we get with a company." - Emmanuel Françoise, Botnation's Cofounder.

Chatbot in love

If 28% of the French consumers still ignore everything about chatbots, the biggest majority appreciate being able to ask questions to a conversational agent. Also, more than 59% of consumers enjoy this experience when 13% only are reluctant.

"When you search something on a website, do you appreciate being able to ask your questions to a chatbot ?"

Answers

%

Yes

59 %

No

13 %

I don't know what a chatbot is

28 %

I like / I don't like...

Among the most appreciated benefits, consumers particularly enjoy a fast answer (89%). Then comes the fact to not having to wait for a human (75% of the votes). Furthermore, 51% consider the request analysis before a human takes over.

In contrast, 84% of the consumers hate being misunderstood by the chatbot and 72% unanswered. 63% despise chatbots' cold aspect and 56% of the panel think the chatbot is enough.

"Which chatbots' benefits do you appreciate the most ?"

Answers

%

A fast answer

89 %

Not waiting

75 %

Questions' analysis

51 %

"What do you appreciate the least ?"

Answers

%

Being misunderstood

84 %

Remaining unanswered

72 %

The cold and automated aspect

63 %

Being obliged to talk to human

56 %

In Bot we trust !

It might seem surprising but 51% of the consumers are more confident in chatbots to obtain accurate and fast answers even if 67% prefer talking to a human to resolve complex problems.

"Who do you trust the most when it comes to obtain accurate and fast answers ?"

Answers

%

A chatbot

51 %

A human

49 %

"Who do you trust the most to solve a complex problem ?"

Answers

%

A human

67 %

A chatbot

33 %

"You shouldn't be afraid to to set a chatbot up on your communication channels to start a conversation with a prospect or client. Consumers are accustomed to instant conversations with their families as well as brands. They don't want static forms anymore. But don't be misled : human relationships should still exist. Chatbots must be used for instant and recurring questions but the human has to take the conversation over for complex cases or high added value matters. A chatbot can even schedule a meeting if the agents are not available." - Emmanuel Françoise, Botnation's cofounder.

What about professionals ?

On professionals side, a chatbot setup price doesn't seem to be an obstacle as 45% consider it justified (26% have not answered to this questions) whereas only 29% think it's high.

"What do you think of a chatbot's price ?"

Anwsers

%

It's justified

45 %

It's too high

29 %

I don't know

26 %

"No-code and self-service (Saas) platforms democratized the access to conversational agents working thanks to Artificial Intelligence. Now, even small organizations can set a chatbot up quickly. Botnation offers free chatbots templates for several cases. We want any company to have access to performing tools. We have often been qualified as the chatbots' Wordpress" - Emmanuel Françoise (Botnation's cofounder).

Consumers VS professionals

Do consumers and professionals appreciate the same things ? Regarding chatbots, both like being assisted 24/7 (71% of consumers and 77% of professionals). Easing the buying process arrives in second position with respectively 64% and 76%, just before the multiplication of contact points (62% and 71%). Optimizing and customizing the user experience is more a professional's interest (71%) than a consumer's (49%).

"Which chatbots' attributes are your favorite ?"

Answers

Consumers

Professionals

24/7 assistance

71 %

77 %

Easing the conversion process

64 %

76 %

Multiplying the points of contacts

62 %

71 %

Optimizing and customizing the user's experience

49 %

71 %

Reducing costs by automating simple tasks

61 %

69 %

Accompanying the customer service

58 %

67 %

Enhancing loyalty

35 %

59 %

Can do better...

It's a work in progress !

When we asked "Do you think chatbots can progress ?", more than 84% of consumers and 71% of professionals answered positively.

"Do you think chatbots can be improved ?"

Answers

Consumers

Professionals

Yes

84 %

71 %

No

16 %

29 %

"Wether it is self made or automated, the knowledge transfer must be done with a chatbot, just like you would do with a new human collaborator. It must be regularly trained when the company offers new products and services for instance. Some tools are available to be informed in real time when the chatbot shows a lack of knowledge. It should be perfected as well ! That's where the human can help : training the chatbot and taking the conversation over when needed." - Emmanuel Françoise (Botnation's cofounder).

Human VS Bots ?

More than 52% of consumers think the chatbots can totally replace humans in the client relationships. Professionals don't agree as they are only 21% to think so.

"At Botnation's, we are convinced chatbots are powerful tools but they must stay at their place and can't replace humans who will always be able to assist a client in its reflection. The chatbots are here to help the humans and they will be better and better at it." - Emmanuel Françoise (Botnation's cofounder)

"Do you think chatbots can replace the humans in their client relationships ?"

Answers

Consumers

Professionals

Yes, they can

52 %

21 %

No, they myst be a tool

48 %

79 %

Methodology : the survey was conducted among 4025 persons online on BuzzPress France's own panel, using the quota method from april the 12th to the 21st of 2021. 2041 people were qualified as "consumers" and 1984 as "professionals". The sectors were split as follows : Administration : 6% / Construction, building industry : 6% / Marketing, business : 18% / Consultant : 8% / General and financial management : 5% / IT, communications : 16% / Restaurant and catering, tourism : 13% / Health, social services : 8% / Production : 1% / Environment : 1% / Mass distribution : 5% / Finance, HR, Accountant : 6% / Mechanics, Aeronautics : 1% / Logistics, stock, transport : 3% / Agriculture, farming, fishing : 1%.

Informations are declarative.

About Botnation :

Botnation was created in 2017 by Emmanuel Françoise. It consists in a no code and self service (SaaS) chatbots creation platform based on its own AI solution. It allows anyone (companies or individuals) to create a chatbot for free from scratch or by using an existing template. Then, the subscription price is based on the chatbots' number of unique users wether it is on Facebook Messenger, any type of web sites or WhatsApp.

The Botnation's team is composed of ten people in Paris and Rennes. CDiscount, Enedis, Société Générale, Facebook and many other small companies are already clients.

Botnation already generated millions of conversations and billions of messages within 4 years only.

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