43% Online Shoppers Unhappy With Chatbots, 28% Cite Delivery Woes: Report

A recent poll by Kapture CX highlights the top challenges online shoppers face. The findings reveal that 43 per cent of respondents identified ineffective chatbot assistance as their biggest frustration. As ecommerce continues to grow, brands are being urged to rethink customer service strategies by blending the strengths of AI and human support to address these concerns.

The survey, which gathered insights from a diverse range of online consumers, underscores the limitations of AI-powered chatbots. While they are widely used for faster responses and cost efficiency, many shoppers report dissatisfaction with their lack of empathy and personalisation. Chatbots often falter when handling complex queries or industry-specific concerns, leaving customers underserved when their needs go beyond basic assistance.

“Chatbots are great for simple tasks, but consumers expect more when it comes to their online shopping experience,” said Vikas Garg, Co-Founder at Kapture CX. “Our survey results clearly show that shoppers 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 alongside human agents to offer a seamless experience.”

The poll also revealed additional pain points that hinder the online shopping experience. Delivery scheduling topped the list for 28 per cent of respondents, with complaints about lengthy delivery windows and delays. Payment issues frustrated 20 per cent of shoppers, while 9 per cent identified challenges with order tracking as a key concern.

Despite these frustrations, the findings point to a promising solution for businesses aiming to enhance customer experience. Shoppers aren’t opposed to AI in customer service; instead, they prefer a hybrid approach where AI chatbots manage routine queries and human agents address more complex concerns. The survey emphasised that 43 per cent of respondents found chatbot assistance ineffective, underlining the need for bots capable of handling intricate queries, detecting customer sentiment and efficiently escalating issues to human representatives. By adopting this balanced model, businesses can combine the speed and efficiency of AI with the empathy and personalisation of human support, creating a more seamless and satisfying shopping experience.

“We are at a crossroads in customer experience,” continued Garg. “The future of customer service lies in hybrid models that leverage AI’s efficiency while enhancing human agents’ ability to provide personalised support for more complex issues. With advancements in generative AI, bots are now capable of understanding complex emotions and intents, and can easily hand over to human agents whenever necessary. Brands must move beyond the traditional reliance on simple chatbots and invest in AI systems that are context-aware, emotionally intelligent, and designed to escalate issues to human agents only when appropriate, ensuring a smooth and efficient experience for customers.”