chatbots

Retail Asia15/07/2020

Chatbots in customer support can backfire and result in the loss of business, according to a new Brunel Business School study. The research, published in Services Industry Journal, investigates factors that make chatbot interaction a negative experience for customers, which can cause them to abandon a purchase or even a brand altogether, blaming the company rather […]

Retail Asia12/03/2020

Much-maligned chatbots are not about to go away anytime real soon, suggests new research. Consumer retail spends via chatbots is likely to reach US$142 billion within four years, according to the Juniper Research report, “Chatbots: Vendor Opportunities & Market Forecasts 2020-2024”. It revealed that the industry can expect an average annual growth of 400 percent […]

Retail Asia05/02/2020

The early generation of chatbots may have had their day – but the concept is not yet dead, says a senior Microsoft executive. Raj Raguneethan, regional business lead, retail and consumer goods, at Microsoft Asia, told Inside Retail Asia that the standard chatbot question and order queue format is gone. “But we have advanced deployments […]

Retail Asia10/12/2018

New research reveals 75 per cent of shoppers prefer live-agent support for customer service verses 25 per cent support for self service and chatbots. The research, from cloud contact-centre operator NewVoiceMedia, identified consumer concerns about sharing sensitive information, a lack of understanding of bots and their inability to resolve issues. “Chatbots can provide customers with […]

Retail Asia22/10/2018

Banks increasingly are introducing popular messaging platforms to reach their mobile-savvy clients – DBS for instance launched its banking services on WhatsApp and WeChat in September while Citibank added its Facebook messenger banking chatbot a year ago. «Banks are caught between a rock and a hard place. The reality is that customers are familiar with […]

Tag: chatbots

Chatbots are backfiring, ‘pushing away customers’

Chatbots aren’t going away any time real soon

Chatbots still have their place, according to Microsoft

Real human call centres still preferred : research

Chatbots: Convenience vs Risks