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How Are Consumers Using Chatbots?

Over the past several years artificial intelligence and machine learning have transformed chatbot technology, providing marketers with the ability to tap into new opportunities for consumer engagement. Learn more about the opportunities with chatbot technology (and scroll to the bottom for an infographic you can download for reference when you're planning future chatbot experiences).


While chatbot technologies are only beginning to emerge from their infancy—90.1% of consumers surveyed have never interacted with a chatbot—brands have enormous opportunities to capitalize on early success, understand the nuances of usage across different demographics, and improve the customer experience to ultimately forge lasting, beneficial connections.


Consumers are using chatbots to get help

ACTION: Ensure your brand's chatbot can handle customer service requests or can hand off customer questions to a dedicated service team.


Reward Consumers with Personalized Incentives

29% of consumers who interacted with chatbots were looking to receive a rebate, free product or personalized product recommendation. In addition, 26% of consumers say free products would be the most enticing when deciding to converse with a brand's chatbot. When trying to decide how to incentivize your customers to participate in your chatbot experiences, it's pivotal that you understand what motivates them.


Download the full infographic here.