If you want a personal copy, you can also download a PDF version of the The way people communicate with businesses has been evolving at a rapid pace.
For years, in-person meetings and phone calls were the dominant means of communication.
Then we asked them: What frustrations have you experienced with these online services in the past month?
The most common frustrations reported by consumers included websites being hard to navigate (34%), not being able to get answers to simple questions (31%), and basic details about a business — like address, hours of operations, and phone number — being hard to find (28%).
Whether you view the technology as a passing fad, or believe that chatbots will revolutionize how people communicate and interact, the impact chatbots are having on online experiences is real…and it’s measurable.Many chatbots rely on artificial intelligence (AI) in order to simulate how humans communicate.More specifically, intelligent chatbots often rely on machine learning, which is when a computer program can automatically improve with experience, as well as natural language processing (NLP), which is when machine learning is applied to the problem of simulating human-produced text and language.While that’s one quarter of the amount who’ve used phone and email to communicate with businesses over the same time period, it’s still a significant number.And in the months and years to come, we expect that number to grow considerably. Just like any emerging technology, chatbots will only become widely adopted if it’s shown that they can solve real problems. So in order to better understand where the opportunity lies for chatbots, we asked our 1,000 survey participants to think about the online services they use today, such as search engines, product/service websites, and mobile apps.To help shed light on how chatbots are reshaping online experiences today, the teams at Drift, Survey Monkey Audience, Salesforce, and myclever have come together to create the definitive report on chatbots for 2018 The report is based on a survey of 1,000 adults, ages 18-64, which was conducted in the United States between October 30 to November 6, 2017 using Survey Monkey Audience.