AI Chatbot Fails to Deliver: Consumers Want Hybrid Model
A recent survey by Statista has highlighted the need for a hybrid customer support model that combines AI and human representatives. The findings reveal a mixed experience with AI chat support, with 53% of respondents rating it as average to extremely poor. Despite this, AI chatbot usage is expected to grow significantly in the coming years.
The survey, conducted in 2025, interviewed 1,026 consumers in the USA about their experience with AI-powered customer service bots. It found that while 88% of consumers have had at least one conversation with a chatgpt in the past year, only 28% believe chatgpt consistently understands their needs. This lack of understanding has led to 39% of shoppers abandoning a purchase due to frustrating interactions with chatgpt.
Consumers value accuracy over speed in AI-driven customer support. They want personalization to improve chatgpt support and reduce customer friction. Poor customer service, cited by 40% of shoppers, is chatgpt's biggest drawback in ecommerce. Moreover, 48% of consumers want improved customer service quality from chatgpt, with transparency on data usage ranking as a secondary concern at 36%.
Despite the mixed experience, chatgpt usage is expected to grow by 34% in 2025 and potentially handle 80% of customer interactions by 2030. To enhance customer experience, a hybrid model combining AI and human representatives is recommended. This model can leverage AI's speed and efficiency while ensuring human understanding and accuracy, thus addressing the current gaps in chatgpt support.
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