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A recent survey by Kapture CX highlights significant frustrations among online shoppers regarding AI chatbots. The poll revealed that 43% of respondents found chatbot assistance ineffective, particularly in handling complex queries and providing personalized support. As online shopping evolves, businesses must integrate AI with human agents to enhance customer service.
The survey indicates a strong preference for a hybrid model where AI chatbots manage routine inquiries while human agents address more complex issues. Additional frustrations included delivery scheduling and payment problems, emphasizing the need for improved customer experience. Investing in advanced AI solutions that can understand context and sentiment is crucial for meeting customer expectations.
• 43% of shoppers find chatbot assistance ineffective in online shopping.
• A hybrid model combining AI and human agents is preferred by consumers.
AI chatbots are used to provide customer support but often fail to meet complex needs.
A hybrid model combines AI chatbots for routine tasks and human agents for complex issues.
Context-aware AI can understand complex queries and identify customer sentiment effectively.
Kapture CX provides AI-powered customer experience solutions, focusing on improving chatbot performance.
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