That’s unfortunate, because using a chatbot for customer service can be incredibly effective when done right. Brands have seen interaction volume reduced, cost savings improve, and customer satisfaction boosted when implementing a chatbot.

According to the Forrester study, 54% of US online consumers believe that interacting with a chatbot will have a negative impact on their quality of life. Consumers anticipate the worst when engaging with a chatbot today and haven’t yet seen a chatbot that can meet or even exceed those expectations.