Chatbots are great for simple tasks, but consumers expect more when it comes to their online shopping experience.
A hybrid model, where AI chatbots handle routine queries and human agents step in for more complex cases, was the most preferred approach. (Representative image)
A recent survey conducted by Kapture CX, an AI-powered customer experience solution, highlighted the biggest pain points consumers face when shopping online. Results published on LinkedIn show that the top frustration for buyers is ineffective chatbot support, with 43% of respondents citing it as their top complaint.
As online shopping continues to evolve, businesses must rethink their approach to customer service, combining the strengths of both. A.I and human agents to address this growing concern.
Survey highlights
AI chatbots are falling short of personalization.
The poll, with over 100 responses, surveyed a wide variety. Online shoppersrevealed that while AI-powered chatbots are increasingly being used by brands to provide faster responses and reduce costs, they are falling short in key areas. In particular, buyers report that chatbots often struggle to provide the empathetic, personalized support they expect. Many chatbots are unable to understand complex questions or industry-specific questions, making them ineffective when faced with only basic inquiries.
AI and the role of human collaboration
“Chatbots are great for simple tasks, but consumers expect more when it comes to their online shopping experience,” said Vikas Garg, co-founder of Capture CX.
“The results of our survey clearly show that. Buyer Bots are frustrated when bots can’t handle more nuanced conversations or provide the context they need. At the same time, they are eager to embrace AI that works hand-in-hand with human agents to deliver a seamless experience.”
Additional online shopping frustrations: Delivery and payment issues
In addition to ineffective chatbots, the poll also highlighted other frustrations that affect the online shopping experience. 28% of respondents cited delivery scheduling as a major issue, with customers expressing dissatisfaction with long delivery windows or delays.
Payment issues were also a source of frustration for 20% of respondents, while 9% identified difficulties with order tracking as a primary concern.
The Hybrid Model: The Path to Better Customer Experience
However, the findings also suggest a clear path forward for businesses looking to improve their customer experience. The poll revealed that buyers are not against the use of AI in customer service, but want it to be accompanied by human support. A hybrid model, where AI chatbots handle routine queries and human agents step in for more complex cases, was the most preferred approach.
Powering chatbots with context-aware AI
However, the poll also highlighted that 43 percent of respondents found chatbot support ineffective, emphasizing the need for bots that can understand complex questions, identify emotions, and be seamless. can escalate problems to human agents. This hybrid system allows businesses to deliver both the speed and efficiency that AI offers, while also providing the empathetic, personalized service that only a human can provide.
Garg added that with advances in creative AI, bots are now able to understand complex emotions and intentions, and hand over to human agents whenever necessary.
Garg added that brands should move beyond traditional reliance on simple chatbots and invest in AI systems that are contextually aware, emotionally intelligent, and ensure a seamless and efficient experience for customers. However, it is designed to escalate issues to human agents only when appropriate.
Next Steps: Investing in Advanced AI Solutions
As part of the next steps, Kapture CX recommends that organizations start by closely monitoring their chatbot performance through an automated quality assurance process. This will allow companies to track the effectiveness of their bots and ensure they are meeting customer expectations. Additionally, investing in agentic AI chatbots that use advanced natural language processing (NLP), sentiment analysis, and industry knowledge will be critical to providing a more seamless and empathetic customer experience.