Solvvy Releases 2021 State of Chatbots Report
SAN MATEO, Calif., Sept. 9, 2021 /PRNewswire/ -- Solvvy, the next-gen chatbot and automation solution for customer support, today announces the results of its 2021 State of Chatbots Report. To get an accurate pulse on how consumers perceive and engage with business chatbots, Solvvy commissioned an anonymous research project that surveyed more than 1,000 respondents across the U.S., gearing survey questions toward the banking/financial services, retail/e-commerce, and consumer services industries. Among the many insights from this study: consumers are becoming more likely to seek out a chatbot to handle their support needs and now increasingly expect an intelligent and personalized chatbot versus the ineffective bots that many businesses still employ.
"At Solvvy, we're laser-focused on delivering the very best conversational technology to empower Customer Support and CX leaders to deliver better, more personalized experiences to their customers," said Mahesh Ram, Chief Executive Officer and Co-Founder of Solvvy. "This research is another way we are able to keep our finger on the pulse of what our clients need and what their customers expect. The research findings confirm that next-gen support chatbots like Solvvy have raised the bar in terms of what a chatbot and support automation platform can deliver to exceed customer expectations. If a business chatbot is unable to handle more complex, personalized issues, there's great risk in upsetting a growing segment of customers and potentially losing business."
There have been many widely held misconceptions over the years about chatbots, but this research shows the tide has changed dramatically. Not only are intelligent, next-generation chatbots able to perform more advanced functions and deliver personalized customer support, but they're also able to act as a partner to human agents and elevate the overall customer experience. The companies that embrace this technology now will remain ahead of the curve in profitability and customer perception, while the ones that continue to use outdated bot technology or no bots at all are expected to be left behind.
To read the full report and learn more, please visit http://www.solvvy.com/state-of-chatbots-report
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