Chatbot User Experience: Speed and Content Are King

Abstract

Chatbots provide some key advantages for businesses such as increased cost savings and efficiencies, but often fail to meet customer expectations due to their unsuitable, inaccurate and difficult to understand responses to questions. This can often lead to customer skepticism and resistance to using this technology. There are, however, many best practices that can be taken when designing and implementing chatbots that may increase the chance of your customers being satisfied with their experience. In this paper, we will discuss the findings of a user study we conducted examining attitudes, preferences, and performance with using chatbots for customer technical support. We will discuss the research findings, review lessons learned and best design practices, as well as discuss which attributes are most predictive of a successful chatbot experience based on a regression model we conducted.