Five Reasons We Love Chatbots, and Five Reasons We Hate Them

More and more, brands are starting to get the chatbot “thing” right. AI is improving, and customers are realizing that a chatbot can be a great first stop for getting quick answers or resolving questions. After all, if you have a question, don’t you want it answered now? 

In a recent interview,  I was asked, “What do you love about chatbots?” That was easy. Then came the follow-up question, “What do you hate about chatbots?” Also easy. The truth is, chatbots can deliver amazing experiences. They can also cause just as much frustration as a very long phone hold. With that in mind, here are five reasons to love (and hate) chatbots:  

Why We Love Chatbots 

1. 24/7 Availability: Chatbots are always on. They don’t sleep. Customers can get help at any time, even during holidays.  

2. Fast Response: Instant answers to simple questions, such as hours of operation, order status and basic troubleshooting, can be provided with efficiency and minimal friction. 

3. Customer Service at Scale: Once you set up a chatbot, it can handle many customers at once. Customers won’t have to wait, and human agents can focus on more complicated issues and problems. 

4. Multiple Language Capabilities: The latest chatbots are capable of speaking and typing in many different languages. Whether you need global support or just want to cater to different cultures in a local area, a chatbot has you covered. 

5. Consistent Answers: When programmed properly, a chatbot delivers the same answers every time.   

Why We Hate Chatbots 

1. AI Can’t Do Everything, but Some Companies Think It Can: This is what frustrates customers the most. Some companies believe AI and chatbots can do it all. They can’t, and the result is frustrated customers who will eventually move on to the competition. 

2. A Lack of Empathy: AI can do a lot, but it can’t express true emotions. For some customers, care, empathy and understanding are more important than efficiency.  

3. Scripted Retorts Feel Robotic: Chatbots often follow strict guidelines. That’s actually a good thing, unless the answers provided feel overly scripted and generic.   

4. Hard to Get to a Human: One of the biggest complaints about chatbots is, “I just want to talk to a person.” Smart companies make it easy for customers to leave AI and connect to a human. 

5. There’s No Emotional Connection to a Chatbot: You’ll most likely never hear a customer say, “I love my chatbot.” A chatbot won’t win your heart. In customer service, sometimes how you make someone feel is more important than what you say. 

Chatbots are powerful tools, but they are not a replacement for human connection. The best companies use AI to enhance support, not replace it. When chatbots handle the routine issues and agents handle the more complex and human moments, that’s when customer experience goes from efficient to … amazing.

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.