12 Reasons Why Customer Service Chatbots Fail

Virtual assistants are a white-hot topic nowadays. Vendor marketing drumbeat is loud, and they promise nothing short of eradicating world hunger with their chatbots! However, if you look beyond the hype, success stories are few and far between. 

In a survey conducted by Dimensional Research® and sponsored by eGain during the pandemic to know the state of digital customer service, chatbots ranked last in customer satisfaction among all digital touchpoints, trailing channels like email, text chat or video chat, messaging, cobrowsing, and social media. A customer called the virtual assistant of a business he was dealing with a “virtual idiot”! How do you prevent your virtual assistant from suffering such ignominy? Here are 12 mistakes to avoid.