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Chatbots in Poland 2020: 34% of respondents prefer to talk to bots than to humans



Chatbots in Poland 2020: 34% of respondents prefer to talk to bots than to humans


We prefer to write with chatbots rather than talk aloud – it gives a sense of security and anonymity – check the most important data from the “Chatbots in Poland 2020” report.

The message Please wait for the helpline, in most of us it evokes the worst possible associations. In a world that continues to rush, expectation is a waste of time, opportunity, money … Chatbot is a solution that eliminates the need for waiting. Thanks to him, we have access to the information we need immediately. That is why 34 percent. of the respondents taking part in the Symetria survey, choose the contact with the chatbot, and not with the human.

Chatbots are entering our lives more and more boldly. They give companies and organizations a chance to reduce costs and maintain contact with users, and they offer each of us the possibility of unlimited access to the information they need, neither in time nor in space. And although they will certainly never completely eliminate a person from the area of ​​contact between the client and the institution, they already largely support his work.

Chatbot improves the image

Such an investment gives not only a chance to make savings, e.g. by transferring some of the staff who operated the hotline to the implementation of more demanding tasks. It turns out that the use of a chatbot can positively affect the perception of an institution or company that uses such a solution. According to the respondents who took part in the survey conducted by Symetria, the company that owns the chatbot is perceived as more innovative, helpful and exciting.

In addition, it is not perceived as inhuman in its services or artificial, which is certainly afraid of many managing organizations. Interestingly, today, apart from brands such as Facebook Messenger, Google and Apple, with chatbots, the survey participants also associate brands such as Orange, inPost, Allegro or IKEA, which proves that we expect bots not only in combination with strictly technological brands.

Tailored to your needs

53 percent People surveyed by the Symetria agency replied that they prefer text chatbots. Where did this choice come from? According to the respondents, writing is more anonymous than speaking, and not always and not on every device you can turn on the sound. Many users are visual learners, which also has a significant impact on the popularity of this type of bots. Typing also ensures that no one is recording the conversation, and is less embarrassing and more comfortable. If it is possible, as much as 67 percent. of respondents on entering text from the keyboard will choose ready buttons for communication with the bot, and only 29 percent. prefers to type full phrases himself.

Opposition to this group was 25 percent. of respondents who admit that they prefer voice chatbots. They notice that typing takes more time than speaking, so a bot that recognizes speech is more convenient for them. 22 percent is between these two groups. respondents for whom the form of the chatbot does not matter, it is important that it works efficiently and effectively.

Full-time chatbot

The Symetria study also revealed in which industries users expect chatbots, and in which, even after their introduction, they would not use this solution. And so, bots should be of interest primarily to representatives of the telecommunications, fashion and media / art industries. Users are not convinced to use bots in the financial, medical and legal industries.

What are the best tasks to entrust to a bot? 45 percent of the respondents pointed to the presentation of the company’s offer; 41 percent – accepting reports of errors or failures; 27 percent and – accepting complaints. The respondents would also like to deal with official matters by contacting the chatbot (eg ZUS, PUP, municipal offices, etc.), arrange appointments, search for optimal connections while traveling or check the shipment status with courier companies.

But what if the bot cannot cope with the problem? According to 43 percent subjects should be offered a connection with a human. Only further positions were found such answers as the one that he should search the Internet for the necessary information and send the link to the contact person (24% of responses) or display a link to the help page (20% of responses).

More minus

It happens, however, that in certain situations the bot works differently. So what problems with bots did the respondents come across? Most often, chatbots do not understand the questions asked (53% of answers), they also sometimes redirect users to the FAQ page instead of answering them (44%).

For 31 percent of respondents the problem is the fact that the chatbot “does not remember” the entire conversation with a given user, and for 29 percent the fact that the answers provided by the bot contain redundant or inadequate information for the question asked. However, these disadvantages do not obscure the clear advantages of chatbots from the respondents. Among them, the most frequently mentioned is the fact that bots can be used without time limits (57% of responses), that they provide answers right away (40%), that they are helpful (35%) and good for shy people (23% of responses). ).

Chatbot image

The participants of the Symetria UX survey also chose the image that the chatbot should have. It turns out that the majority of users (56%) prefer a chatbot avatar that is as low-humanoid and completely gender-neutral as possible. – Users want to know that they are talking to a machine, not a human. Therefore, the bot icon itself should indicate it, so as not to mislead users – notes Anna Schneider from Symetria.

However, errors do happen, and then consternation appears in the user. When asked what they felt when it turned out that they mistook the machine for a human, the respondents replied, among others: “I was stupid, I did not know whether to continue the conversation”, “A bit awkward, because it should be immediately marked or we talk to a bot or a human “; “I felt uncomfortable”; “I stopped writing”; “I was disappointed”.

Recommendations for the future

The quantitative research conducted by Symetria among chatbot users, as well as the analysis of these solutions in various industries and the voice of their representatives showed the state of the chatbot market in Poland at the end of 2020. What does the analysis show? First of all, regardless of the chatbot type, its interface should be as simple as possible so as not to burden the user with cognition. You should focus on the conversation with the chatbot itself, and not on various additional options not directly related to the conversation itself.

There is great potential for the development of conversational interfaces, but also room for improvement. Chatbots are solutions that we are ready for today, as long as they are clearly marked as bots, provide reliable information and, if necessary, redirect the conversation to a human consultant. By using such a solution, users will feel anonymous and safe, thanks to which they will not be embarrassed to ask questions that bother them. As a result, the efficient use of bots will contribute to the improvement of communication and improve the customer’s experience with the brand.

source: Symmetry