43% of online shoppers highlight ineffective chatbots as a major pain point. Kapture CX’s survey calls for smarter AI and hybrid models to redefine the customer experience. (This is an AI generated image by DALL-E)
Ineffective chatbot assistance has emerged as the leading frustration for online shoppers, with 43% of respondents highlighting it as their primary complaint, as per a survey conducted by Kapture CX. Other pain points include delivery scheduling issues (28%), payment problems (20%), and order tracking difficulties (9%). These findings point to a clear gap between consumer expectations and the current state of AI-driven customer service in online shopping.
Published on LinkedIn, the survey explored the key challenges faced by consumers in e-commerce interactions, particularly focusing on the role of chatbots in addressing customer queries.
“Chatbots are great for simple tasks, but consumers expect more when it comes to their online shopping experience.Our survey results clearly show that shoppers are frustrated when bots can’t handle more nuanced conversations or provide the context they need. At the same time, they are eager to embrace AI that works alongside human agents to offer a seamless experience,” Vikas Garg, co-founder, Kapture CX, said.
The poll underscores the limitations of many AI chatbots, which often struggle with complex queries, sentiment recognition, and industry-specific needs. While shoppers appreciate the speed and availability of chatbots, they also demand empathetic, personalised support—a requirement that current chatbot technology often fails to meet.
Kapture CX’s report highlights a preference among consumers for a hybrid service model, where AI chatbots handle routine inquiries and seamlessly escalate complex issues to human agents. This approach balances efficiency with the personalised service that only human agents can provide.
“We are at a crossroads in customer experience,” continued Garg. “The future of customer service lies in hybrid models that leverage AI’s efficiency while enhancing human agents’ ability to provide personalised support for more complex issues. With advancements in generative AI, bots are now capable of understanding complex emotions and intents, and can easily hand over to human agents whenever necessary. Brands must move beyond the traditional reliance on simple chatbots and invest in AI systems that are context-aware, emotionally intelligent, and designed to escalate issues to human agents only when appropriate, ensuring a smooth and efficient experience for customers.”
The report suggests that businesses should focus on enhancing chatbot performance through advanced features such as natural language processing, sentiment analysis, and auto-quality assurance processes. Kapture CX recommends investing in Agentic AI chatbots capable of integrating these capabilities, enabling a more seamless and empathetic customer experience. These findings underline the importance of evolving customer service strategies to meet the growing expectations of online shoppers.
Content retrieved from: https://www.financialexpress.com/business/brandwagon-43-of-consumers-call-out-ineffective-chatbots-as-their-top-online-shopping-frustration-reveals-kapture-cx-survey-3683202/.
