8 Biggest Chatbot Myths Exposed

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The rise of chatbots, the end of humanity-not.

One moment, it’s chatbots serving customers, the next minute it’s total world domination.
The thought of what artificial intelligence is capable of and the rise of Skynet is a scary afterthought that warrants an underground bunker. Thanks, Terminator.

You’ll be glad to know that’s all a myth. However, AI technology and chatbots are indeed on the rise and are getting smarter by the day. As a result of the pandemic COVID-19, businesses are now scrambling to keep up with the demands of customers.

Customers Want and Expect More From Businesses

This has prompted a huge surge in the need for self-service tools, like chatbots and AI technology. And it’s not just for customer service issues.

Now is the time to adopt Chatbot technology, your leads depend on it.

8 Biggest Chatbot Myths Exposed

Myth 1: All Chatbots Are the Same

Not all chatbots are made equal. There are two main types of chatbots:

Myth 2: Chatbots Have No Real ROI

Chatbots are nice to have, but they don’t bring in any sales. Chatbots that have no real ROI is a common misconception that continues to blindside business owners, and it couldn’t be any more further from the truth. ROI lies in cost reduction, efficiency and improved customer satisfaction.

Myth 3: It’s Impossible to Interact With Both Chatbot and a Human Agent in One Conversation

That is incorrect. A seamless hand-off from a chatbot to a human agent is one of its greatest strengths, and one of the most preferred methods of getting to a human service assistant. Consumers see chatbots as a faster way to connect to a human agent. 34% of all consumers see chatbots helping in finding human service assistance.

Myth 4: Chatbots Are Only for Customer Service Sectors

Chatbots have come a long way since their robotic FAQ-style interactions. The technology is now widely adopted by many industries including Finance, Travel and Hospitality, Retail, Healthcare, e-commerce sites, and many more.

Myth 5: Chatbots Can’t Understand Context or User Intent

Chatbots and conversational AI leverage Natural Language Processing, Natural Language Understanding, and Machine Learning. This lets them continually learn from every conversation. Chatbots are data-driven and programmed to constantly analyse and learn new user intent. New experiences and intent can be programmed directly into the bot accordingly.

Myth 6: Customers Don’t Like to Talk to Chatbots

For the longest time, there was a stigma around chatbots — people didn’t like talking to them. Times have changed, with more users now preferring to talk to a chatbot, even making purchases from them.

  • For e-commerce websites, 345% of users would prefer to answer questions asked by a chatbot
  • 80% of consumers who have engaged with chatbot report it as a positive customer experience
  • 35% of consumers want to see more companies using chatbots
  • 40% of millennials engage with bots daily
  • 66% of millennials and 58% of baby boomers considered 24-hour service as a top benefit of using chatbots

Myth 7: Chatbots Will Interfere With Current Marketing Activities

A common belief is that chatbots will interfere with current marketing activities, or that they can delay marketing initiatives. Chatbots can help automate and qualify leads into your CRM, send an email after successful sales and more.

Myth 8: Chatbots Don’t Make Customer Service More Efficient

On the notion that customers do not want to speak to a chatbot, it was inferred that they don’t make customer service more efficient. People may view chatbots as another unnecessary step before reaching a human agent. Although this may be the case for more complex issues that cannot be solved without the assistance of an agent, does it apply to all cases?

The data says otherwise…

Benefits of Live Chat for a Business

Grow Your Sales Through Conversation

Chatbots have come a long way. They are now more data-driven than ever, highly scalable, and enable a richer customer experience. Chat technology lets you engage more website visitors, helps you convert more leads into sales, and relieves your sales staff from repetitive tasks that don’t bring in revenue.

If you’re interested in seeing how Chat Agency can help your business increase the number and quality of leads coming through, I am more than happy to show you first-hand. Send an email to [email protected] or call +61 8 9467 4141 to learn more about how Chat Agency can help you create customer experiences that sell.