Consumers are concerned about data privacy when it comes to chatbots

Artificial intelligence and chatbots are proving useful for retailers when it comes to customer engagement, experience and sales, yet consumers are struggling to get on terms with robotic interaction according to new research from PointSource.  Privacy, security, speed and friction tend to be the top concerns that prevent consumers from moving forward with chatbot sessions.
  • 41% of consumers are concerned with data security and privacy. This number drastically spikes when highly sensitive information is involved.
  • If a customer is on hold with a customer service representative, 34% want to switch to a chatbot after five minutes have passed. However, 59% get frustrated if a chatbot doesn’t resolve their inquiry in that same time frame.
  • 51% of consumers are concerned that chatbots won’t understand what they’re looking for, and 44% are unsure about the accuracy of the information provided.

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