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7 minutes

Why Customers Hate AI Chatbots

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Alright, so we've all seen chatbots popping up everywhere lately. Businesses think they're the next big thing, hoping to level up their customer service game and save some bucks. But let's be real: not all chatbots are killing it. In fact, for a lot of people, these bots are more annoying than your upstairs neighbors moving a couch above your bedroom at 3am. A whopping 53% of people in one survey said they find chatbots annoying. Yikes.

Why Do Chatbots Make You Want to Pull Your Hair Out? Let's Dive In.

  • No Personal Touch

Most chatbots are like that annoying parrot who only knows a few words. They’re programmed to react to certain keywords, so talking to them feels like chatting with, well, a robot (go figure). When they can't understand you or give a decent answer, it’s like they’re saying, "Sorry, I don't speak your language." That's not what you want when you’re trying to solve a problem.

And let's get into how they often miss the context entirely. Picture this: you ask about a specific product, and the bot spits out a one-size-fits-all answer. This leaves you feeling like it just swiped left on your convo. No wonder people get ticked off when their concerns are basically ignored. Frustration City, Population: You.

Customers struggle with chatbots because they often fail to address complex issues. While they might handle simple inquiries well, more complicated problems get lost in a loop of automated messages, leaving customers feeling stuck and frustrated.  

Even with the latest generative AI advancements, chatbots often drop the ball. Why? Because they typically don’t have the context needed to answer your question properly. It's like asking a stranger about your personal dilemmas—awkward and probably unproductive. They might give you a generic response, but they don’t know the whole story. So, you're left with an unsatisfying answer, and maybe a bit of existential angst (Okay, maybe not that dramatic, but you get the idea). This lack of context is a huge bummer when you're trying to resolve a specific, nuanced issue that demands more than surface-level understanding.

  • Lack of Human Interaction

People value human interaction, and chatbots often fall short in this area. Although helpful for basic questions, they can frustrate users when personalized attention is needed. When customers feel undervalued or unheard by a chatbot, they’re likely to abandon the interaction and take their business elsewhere.  

And let's be real—sometimes it feels like companies use chatbots as bouncers, keeping us away from the *actual* humans who can solve our problems. It's like they're hiding behind these digital walls, hoping we'll just give up and go away. (Spoiler: we do, but we also take our money with us!)

  • Chatbots Don't Get You to the Right Place

Okay, real talk. How many times have you found yourself yelling at a chatbot because it just can't figure out where to send you? Yeah, me too. One minute you're looking for a simple answer, and the next thing you know, you're deep in a labyrinth of pre-programmed responses that feel like they're straight out of a '90s text adventure game.

(Like, seriously? Just give me a live person already!)

Here's the tea: Traditional chatbots often feel like those infuriating automated phone menus that make you scream "AGENT!" into the void. They're limited by basic natural language processing skills, which means they don't really "get" you. The frustration is real, my friend. And apparently, I'm not alone—77% of folks who have tangled with chatbots report feeling the same way.

Yes, newer, AI-powered chatbots courtesy of fancy-schmancy APIs are making strides (shoutout to GPT-4o! 🙌). They’re getting better at understanding user intent and providing, you know, actual help. But the struggle is far from over.

In the end, many of us just want a bot that can seamlessly hand us off to a human when things get too complicated. Is that too much to ask? Well, apparently, 25% of us think not and are totally down to use these upgraded bots again. The rest, though? Still skeptical.

1,000+ Chatbot CompaniesThey're Everywhere!

It's 2023, and trying to escape chatbots is like trying to dodge raindrops in a storm; they're everywhere, lurking in every nook and cranny.

Gartner tells us there are over 1,000+ vendors selling chatbot solutions, and the numbers are exploding faster than a toddler on a sugar high. Seriously, the spending on chatbots is set to skyrocket to a mind-boggling $142 billion by 2024, up from a measly $2.8 billion in 2019.

If you're in the customer experience game, you’ve probably got one of these digital demons lurking in your system right now. Managing them is like herding cats, but worse, because these 'cats' are making your customers tear their hair out in frustration (if you're using the wrong one.)

Proportions of Users Who Abandoned Chatbot Use

Imagine this: nearly half (that's 45%) of users decide to abandon chatbots after just a single, frustrating error. It sounds pretty rough, doesn't it? But wait—it gets even more intense.

A staggering 90% of users give up on chatbots after experiencing just three errors in a row. Only three! These small glitches in chatbot programming are sending customers running faster than you can say, "live agent, please."

Companies are investing billions (yes, with a B) into these chatbots, hoping they'll revolutionize customer service. But these statistics are a strong reminder that if chatbots don’t perform effectively, customers are going to disappear faster than last season's fashion trends.

That being said, identifying the correct vendor to use is paramount.

Why do Businesses Love Chatbots?

First things first, these AI chatbots are like virtual employees who never sleep, never eat, and definitely don’t need bathroom breaks. That’s right, they can work 24/7 without ever demanding a raise or complaining about the coffee. For businesses, this is a golden opportunity to save some serious cash. Think about it: no salaries, no benefits, no office space. Just pure, unadulterated efficiency. That’s a hard deal to pass up!

And let’s not forget the promise of delighting customers (or at least trying to). Chatbots can be programmed to provide instant responses, meaning no more waiting on hold listening to elevator music—yay! They can handle a boatload of inquiries all at once, making sure that customers get their answers faster than you can say “customer satisfaction.” Plus, with all the advances in AI, these chatbots aren’t just dumb scripts anymore. They’ve got some serious conversational flow. It’s almost like chatting with a human, minus the small talk.

But here's the kicker: the real magic happens when chatbots and humans tag-team. Yep, businesses are starting to get that while chatbots are cool, people still want that human touch every now and then. So, setting up a system where the bots handle the boring repetitive stuff and pass the complex issues to actual human agents? That’s the sweet spot. This way, customers can get the best of both worlds—speedy responses and the personal touch. Everyone’s happy, and businesses save big bucks. Winning!

Is It Possible for Users to Love Chatbots?

Not all chatbots are created equal. Some suck. Some are great. The ones that are great do three things well:

  1. They solve your problem quickly and accurately, whether that's an AI answer, collecting a form, or getting you in touch with a human.
  2. They don't block you from reaching a person if you want to.
  3. They redirect you to the correct resource ASAP.

Imagine a world where these chatbots keep getting smarter, quicker, and infinitely less frustrating. These future bots won't be the gatekeepers from hell, preventing you from talking to a real human when you need one. Nope, they'll smoothly pass you over to a live person the moment they sense it's beyond their pay grade. It'll be like having the best customer service experience—but on steroids.

"The next generation of AI chatbots will not just understand your needs better, but will seamlessly connect you with human agents when necessary."

So you might just start loving these AI chatbots, not because they replace human interaction, but because they enhance it. Imagine fewer "Can you please repeat that?" moments and more, "I've just transferred you to an expert" ones. 😲

  • Improved understanding of your queries
  • Faster response times
  • Seamless transition to human agents when needed
  • Super fast problem solving

The Future is Already Here - Rivit

Let’s talk about Rivit (yep, that's my company so I am biased). Rivit is a customer support platform, tailor-made for small businesses. It comes with an AI copilot that’s incredibly good at answering questions, learning from old chats, and (drumroll, please) it knows when to call in a human. Now, you’re probably thinking, didn’t I just spend the last 1,000 words roasting chatbots? Heck yes, I did. Because, let’s face it, most chatbots suck.

But Rivit? Rivit fixes what all those other lame chatbots get wrong. We’re all about the human touch here, folks. We want your customers to feel the love (because they deserve it). You adore your customers and want the best for them, so why stick them with a chatbot that just puts up barriers?

AI should be the sidekick in customer support, not the star. If users wanna roll with our AI copilot, cool, it'll get their issues sorted lickety-split. But if they’re itching to talk to a real human, it’s not gonna play gatekeeper. In fact, it’ll make that connection happen faster. This doesn't mention that it integrates with all of your pre-existing tools.

All-in-all, we believe we've made a world-class customer experience for you and your users here at Rivit. If you want to give it a try, head to our home page to check it out.

Ready to boost your customer satisfaction?

See how Rivit can help your company deliver exceptional customer service with our AI-powered copilot.