Why Chatbots Struggle to Build Customer Trust?

Estimated reading time: 2 minutes


Chatbots are here to stay. In the past few years, they've become increasingly popular as a way for businesses to interact with customers. However, there's one big problem: customers don't seem to trust them. In fact, according to a recent study, chatbots are rated as one of the least dependable channels when it comes to customer service. So, what's the issue? And more importantly, how can we fix it? Let's take a closer look.

What's the Problem?

There are a few reasons why chatbots have yet to build significant customer trust. First of all, they're often used as a replacement for human interaction. This can be frustrating for customers who are trying to resolve an issue and just want to talk to a real person.

Second, chatbots often rely on predefined responses. This means that they're not always able to address a customer's specific issue. And finally, chatbots are often considered to be impersonal. This is because they usually don't have the ability to carry on a conversation in the same way that a human would.

So, how can we fix these problems? Let's take a look at a few possible solutions.


One way to fix the problem of customer trust is by ensuring that chatbots are used as complementary technology rather than a replacement for human interaction. This means that customers should always have the option to speak to a live person if they need to.

Another solution is to make sure that chatbots are able to handle more complex inquiries by giving them access to human agents when necessary. And finally, we can make chatbots more personal by giving them names and personalities. This will make them feel more like humans and less like machines.

However, one thing is certain: if they're going to survive, they need to start building customer trust ASAP. Luckily, there are a few ways that we can do this. By ensuring that chatbots are used as complementary technology rather than a replacement for human interaction, making sure that they're able to handle more complex inquiries, and giving them names and personalities, we can start to build the customer trust that chatbots need in order to thrive.

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